Contact Center Team Leader

The Contact Center (CC) consists of two teams, CC1 and CC2. As Team Leader of CC2, you are responsible for managing the team and further developing work processes. You ensure that the goals outlined in the annual plan are achieved and find solutions when challenges arise. You focus on results and commitments and encourage your team to seize opportunities for growth and improvement. 

The team consists of permanent and temporary staff (hired through a staffing agency). In total, the team includes one coordinator, two supervisors, and 17 contact center agents, some of whom serve as senior agents. You will provide functional guidance to the temporary staff and play a leadership, coaching, and motivational role. You bear personnel responsibility for the permanent employees. You encourage their development and facilitate their personal growth ambitions. Because the team consists of employees in both Utrecht and Echt, the agreement is that the team leader will visit both locations frequently. 

You will also make a significant contribution to the quality and improvement of work processes. You will proactively suggest improvements and identify areas where processes can be streamlined to be more efficient and effective. In addition, together with your fellow CC1 team leader, you will develop a vision for the further development of the Contact Center, build support for it, and ensure a collective commitment to implementing it. You will maintain excellent relationships with the many stakeholders of the Contact Center both within and outside the NVWA.

As a member of the division management team, you and your fellow team leaders are responsible for cross-team issues. In the role of CC2 Team Leader, you report directly to the division head.

Here's what you get

• scale 12
• €4,691 - €6,907 (gross)
• Fixed-term employment contract with the possibility of conversion to a permanent contract
• 1 year
• 36 hours

Here's what else we offer

In addition to an onboarding program tailored to your role and extensive training and/or coaching opportunities to support your professional growth, we also offer the following employee benefits:

Individual Choice Budget

You will receive an Individual Choice Budget (ICB) equal to 16.50% of your gross annual salary. You can choose to have your ICB paid out, for example, on a monthly or annual basis, or you can use it to purchase additional leave hours. In addition, you can use your IKB to purchase a (electric) bicycle for commuting tax-free, set up your home office,pay off your student loan with tax benefits up to a maximum of €2,000 per year,or even make your home more sustainable. To encourage this, the national government offers an employer contribution on top of the IKB.

Vacation days

If you work 36 hours a week, you are entitled to 144 vacation hours and 64 IKB leave hours per year. Do you work more or fewer hours? In that case, these hours are calculated proportionally. And if you don’t need as much vacation time? Then you can also choose to have your 64 IKB leave hours paid out or added to your IKB saved leave.

Travel Expense Reimbursement

You will receive a commuter pass that allows you to travel by train in second class for your commute. Do you bike to work? If so, you will receive a travel allowance of €0.21 per kilometer cycled.

If you hold a field-based position, you are often eligible for an electric company car. You may also use this vehicle for personal purposes, subject to the additional tax liabilityand a personal contribution.

Leave Policies

The government offers various leave schemes for different situations, such as (supplementary) maternity leave (up to 5 weeks with 100% pay), parental leave (up to 9 weeks with 100% pay in the first year and an additional 75% for 4 weeks), care leave, and adoption/foster care leave.

Pension

The Dutch government offers an attractive pension plan through ABP, the General Civil Service Pension Fund. Read more about the ABP pension plan here.

Additional allowances and reimbursements

For some positions at the NVWA, it is necessary to work outside regular office hours or to be on call. However, these requirements are offset by additional allowances or compensation. For example, we offer an on-call and standby duty allowance and an irregular shift allowance.

Here is what we are asking for

We are seeking an enthusiastic, confident, proactive, and collaborative leader to fill this position, with extensive knowledge of and proven experience in:

• Leading a team, including guiding, coaching, and developing employees. At the NVWA, we are looking for managers who can provide both a sense of calm and attention to their employees, as well as direction and, when necessary, boundaries. Strong communication skills are essential in this regard.
• Actively contributing to the development of a vision for service delivery and providing both solicited and unsolicited advice to the division head on this matter. 
• Representing and advocating for the interests of fellow managers in meetings with other organizational units. 
• Contributing to a positive, collegial atmosphere both within their own team and among the group of team leaders of which they are a part.

In addition, you have: 

• University-level work and thinking skills. 
• Extensive and recent experience in the field of customer contact centers, preferably in a managerial role 
• An understanding of organizational, procedural, and subject-matter relationships within a broader context.
• Experience with hierarchical and coaching-style leadership.

Skills 

• Organizational sensitivity
• Networking
• Managing the organization, managing a team
• Employee Development
• Reflecting

The NVWA is committed to building a workforce that reflects the diversity of society and places great importance on an inclusive hiring policy. We therefore encourage everyone to apply, regardless of cultural background, age, gender identity, religion, disability, or sexual orientation.

This is where you'll be working

More about Customers, Businesses, and Consumers

The NVWA’s organizational structure consists of four directorates: Enforcement, Inspection, Strategy, and Internal Organization. The Enforcement Directorate is the largest. The Enforcement Directorate comprises five divisions focused on the NVWA’s primary mission: ensuring the safety of food and consumer products, animal welfare, and the environment. 

One of these divisions is the Customer, Business, and Consumer Division, which focuses on providing support closely aligned with the core business process. The division is divided into two units:

• Services: responding to questions and reports from the public, managing and developing the website, and providing administrative support. The CC2 Team Leader position is located within this department.
• Conducting audits, business management, and administrative reviews. 

Within the NVWA, the Customer, Business, and Consumer (KBC) Division ensures proper registrations, licensing, the handling of reports, inquiries, and complaints, validated and/or accepted quality systems, and—as the foundation for all of this—an accurate and complete customer and licensing database. In doing so, the division enables the organization to act in the best interests of the customer and to address customer risks. 

The division has the following core responsibilities: 

• Providing information to and communicating with customers (digitally, in writing, and verbally).
• Publication of data (disclosure).
• Managing the customer database, including tasks related to registrations and permits.
• Managing businesses that, for various reasons, require a business manager.
• Conducting audits focused on the oversight (including preventive oversight) of outsourced tasks, systems, and permits.
• Conducting administrative inspections (including EDP), with a focus on enforcement

The Contact Center: 

• is the NVWA's calling card
• accepts reports from citizens and businesses and processes them in the reporting system
• provides citizens and businesses with answers to their questions through an FAQ database or website
• ensures that all administrative procedures are handled properly. 

The Contact Center is available 24/7, 365 days a year. Given the wide range of topics, agents must be able to adapt quickly, work with various systems, and deliver high-quality service. Collaboration is a key priority within the Contact Center, and there is a culture of openness. 

Due to its size, the Contact Center has been divided into two teams, which are not tied to a specific location or set of tasks, but rather have been organized to distribute these responsibilities as evenly as possible between the two teams. As a result, the teams are very similar, and managing them requires close and harmonious coordination between the two team leaders.

About the Netherlands Food and Consumer Product Safety Authority (NVWA)

In the Netherlands, we take it for granted that the products we use and everything we eat are safe. We expect animals to be treated well, even if they are destined for slaughter. We want to be able to consume fruits and vegetables without a second thought, and other products are “naturally” fine too. We want to be able to walk in nature without worry and buy toys for our children without suspicion. As consumers, we simply rely on that; for us, it goes without saying.

But we sometimes forget that companies work hard every day to maintain those high standards. That it isn’t always easy for business owners to comply with all applicable laws and regulations. We also forget that the government oversees this. Safety sounds so simple, but it isn’t.

What does the NVWA do?

The staff of the Netherlands Food and Consumer Product Safety Authority (NVWA) work hard every day to maintain that standard. Through dialogue with businesses in the hospitality sector, slaughterhouses, plant cultivation, and other producers, the NVWA monitors food and product safety, plant health, and the welfare of animals, nature, and the environment. We do so in accordance with national and international laws and regulations. We operate on a basis of trust, but we take firm action against businesses that do not adhere strictly to the rules. In the interest of society.

We closely monitor where the greatest risks lie and where oversight is most urgently needed, so that we can inform consumers and others in a timely manner. The NVWA also plays a key role in export inspections and in the import of products into Europe.

What does the NVWA stand for?

The NVWA is responsible for overseeing animal welfare, animal health, food safety, product safety, tobacco and alcohol prevention, plant health, and nature and the environment.

The Dutch government strives to be an employer that every employee—regardless of age, gender, sexual orientation, ethnic background, or disability—wants to work for. Addressing social issues in diverse teams makes us more effective and innovative. That makes the work meaningful and challenging.

The NVWA is an agency of the Ministry of Agriculture, Fisheries, Food Security, and Nature (LVVN) and the Ministry of Health, Welfare, and Sport.

Details

• Applications will be considered in accordance with applicable agreements, including the Central Government Collective Labor Agreement and the NVP Application Code.
• A Certificate of Good Conduct (VOG) is required to work at the NVWA.
• If the position involves a fixed-term employment contract with the prospect of becoming permanent, the permanent contract is initially preceded by a one-year contract. Provided the employee proves to be suitable, the contract is generally converted into a permanent contract of indefinite duration after one year.
• Is this a job opening for a fixed-term contract with the possibility of becoming permanent, but do you already have a permanent position as a civil servant? If so, you will retain your permanent position.
• If the position is initially a fixed-term role, it will not be reopened if the role can be made permanent within the organization and the (initially) temporary position was filled by an internal employee with a permanent contract.
• Online screening—for example, through search engines or social media—can be part of the selection process.
• A competency test and/or an assessment may be part of the selection process.
• A comprehensive A or B screening by the General Intelligence and Security Service (AIVD) may be required for certain positions at the NVWA, including those in the Intelligence and Investigation Service (IOD).
• Recruitment agencies are asked to refrain from contacting us regarding this job opening.
• We will review your application and respond no later than 10 business daysafter the application deadline.
• Are you applying for this position as a priority candidate through VWNW or due to a disability? (Priority Candidate) In that case, in addition to your resume and cover letter, you will also need a referral letter and a nomination letter. The nomination letter is prepared by the VWNW manager. You can add the additional documents, such as the designation letter and nomination letter, by first submitting your application (without the designation letter and nomination letter), and then clicking on the link in the confirmation email. After logging in, you can then add the designation letter and the nomination letter under “Additional documents.”

About the Manager job category

The Central Government Performance Framework helps employees and managers establish performance and development goals during performance reviews and provides insight into career opportunities within the federal government.

For more information, visit the Central Government Job Classification System