Team Developer Team Coach KCC

• Strengthens ownership and responsibility within the team.
• Stimulates a professional culture of accountability.
• Conducts individual and team discussions.
• Guides employees in their professional development.
• Develops clear working agreements with the team.
• Strengthens collaboration, trust, and engagement.
• Introduces and embeds daily and weekly stand-ups.
• Structures consultation and working methods.
• Monitors the follow-up of agreements.
• Introduces and anchors a PDCA working method.
• Encourages employees to take ownership of improvements and makes them visible and measurable.
• Introduces customer contact data as a tool for learning and improvement.
• Helps employees gain insight into customer questions, customer needs, accessibility, and workloads.
• Makes trends and signals visible and supports the translation of insights into improvement actions.
• Contributes to a culture where data is used for learning.
• Supports employees in the further development of the existing knowledge base.
• Stimulates ownership for knowledge management and ensures improvement points are processed.
• Promotes knowledge sharing between the KCC, Public Affairs, and specialized departments.
• Reports periodically to the team leader on progress, results, risks, and development points.
• Ensures the embedding of working agreements, consultation structures, and the PDCA cycle.
• Ensures a careful transfer of working methods, development points, and improvement initiatives.
• Provides practical advice for the further embedding and continuation of the developed working methods.

As an experienced interim team developer, you guide a temporary development and change assignment within a Customer Contact Center. You work independently, are visible on the work floor, and take charge of the development process. You bring focus and clarity, help employees take responsibility, and address them on behavior and agreements where necessary. You work to strengthen ownership, collaboration, accountability, structure, and continuous improvement.

What they ask

• Minimum 2 years of demonstrable work experience with team development, coaching, and/or change management within a customer contact center, KCC, customer service organization, and/or comparable operational environment.
• Minimum 1 year of demonstrable work experience with team development and/or change projects within an operational team.
• Demonstrable work experience in guiding teams in change processes where ownership, collaboration, and/or results-oriented work have been strengthened.
• Demonstrable work experience with operational steering and/or improving daily stand-ups, weekly stand-ups, and/or PDCA.
• Demonstrable work experience with customer contact data, KPIs, and management information as a basis for improvement.
• Demonstrable work experience in the role of Team Developer / Team Coach KCC and/or a directly comparable function.

Wishes.

• Demonstrable work experience with strengthening ownership, accountability culture, and behavioral change within teams.
• Demonstrable work experience with implementing PDCA, continuous improvement, and data-driven work.
• Minimum 3 years of demonstrable work experience with team development, coaching, and/or change management within a customer contact center, KCC, customer service organization, and/or comparable operational environment.
• Demonstrable work experience with team development and/or change projects within an operational team.

Competencies.

• Coaching ability
• Connecting
• Organizationally sensitive
• Environmentally aware
• Results-oriented
• Analytical
• Strong in change management
• Communicative
• Persuasive
• Collaboration-oriented
• Independent

• A Certificate of Conduct (VOG) will be requested.
• If personnel are made available, the contractor must be registered as a company that makes personnel available (in accordance with the Waadi law).