{"id":1591,"date":"2025-03-12T10:23:57","date_gmt":"2025-03-12T09:23:57","guid":{"rendered":"https:\/\/oswego.eu\/?p=1591"},"modified":"2025-01-03T09:21:30","modified_gmt":"2025-01-03T08:21:30","slug":"developper-le-leadership-et-les-competences-manageriales-dans-les-centres-de-contact","status":"publish","type":"post","link":"https:\/\/oswego.eu\/ar\/2025\/03\/12\/developper-le-leadership-et-les-competences-manageriales-dans-les-centres-de-contact\/","title":{"rendered":"D\u00e9velopper le Leadership et les Comp\u00e9tences Manag\u00e9riales dans les Centres de Contact"},"content":{"rendered":"<div class=\"wp-block-group alignfull has-base-2-background-color has-background has-global-padding is-layout-constrained wp-container-core-group-is-layout-c312811a wp-block-group-is-layout-constrained\" style=\"margin-top:0;margin-bottom:0;padding-top:var(--wp--preset--spacing--20);padding-right:var(--wp--preset--spacing--50);padding-bottom:var(--wp--preset--spacing--20);padding-left:var(--wp--preset--spacing--50)\">\n<div class=\"wp-block-columns alignfull is-layout-flex wp-container-core-columns-is-layout-6f97adf0 wp-block-columns-is-layout-flex\">\n<div class=\"wp-block-column is-layout-flow wp-block-column-is-layout-flow\" style=\"flex-basis:100%\">\n<div class=\"wp-block-cover wp-duotone-unset-1\" style=\"padding-right:var(--wp--preset--spacing--40);padding-left:var(--wp--preset--spacing--40);min-height:430px;aspect-ratio:unset;\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"618\" height=\"400\" data-attachment-id=\"1119\" data-permalink=\"https:\/\/oswego.eu\/ar\/oo_card_24\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_24.png?fit=618%2C400&amp;ssl=1\" data-orig-size=\"618,400\" data-comments-opened=\"0\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_card_24\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_24.png?fit=618%2C400&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-1119 size-large\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_24.png?resize=618%2C400&#038;ssl=1\" data-object-fit=\"cover\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-base-2-background-color has-background-dim-70 has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-small-font-size wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">21 Juin 2024 \u23ae 6 MINUTES DE LECTURE<br>Olivier, CEO<\/p>\n\n\n\n<h1 class=\"wp-block-heading has-text-align-left has-x-large-font-size\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">D\u00e9velopper le Leadership et les Comp\u00e9tences Manag\u00e9riales dans les Centres de Contact<\/h1>\n\n\n\n<p class=\"wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60)\">\u2198\ufe0e Un exemple de mont\u00e9e en comp\u00e9tence des managers<br>\u2198\ufe0e D\u00e9velopper le leadership dans toutes les directions<br>\u2198\ufe0e coacher avec des m\u00e9thodes innovantes<\/p>\n<\/div><\/div>\n<\/div>\n<\/div>\n<\/div>\n\n\n\n<div class=\"wp-block-group has-global-padding is-layout-constrained wp-container-core-group-is-layout-26ce24cd wp-block-group-is-layout-constrained\">\n<p class=\"wp-block-paragraph\">Dans les centres de contact, le r\u00f4le des <a href=\"https:\/\/oswego.eu\/ar\/management-operationnel\/\">managers op\u00e9rationnels<\/a> est crucial. Ils pilotent les performances, motivent leurs \u00e9quipes et assurent une qualit\u00e9 de service irr\u00e9prochable. Pourtant, ces <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">responsabilit\u00e9s multiples<\/mark> n\u00e9cessitent des comp\u00e9tences vari\u00e9es et des aptitudes manag\u00e9riales solides. La formation de ces managers est donc un investissement strat\u00e9gique pour garantir des r\u00e9sultats durables.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Cet article explore les principaux enjeux de la <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">formation des managers op\u00e9rationnels<\/mark>, les comp\u00e9tences cl\u00e9s \u00e0 d\u00e9velopper et l\u2019impact d\u2019une approche structur\u00e9e. Enfin, nous mettrons en lumi\u00e8re l\u2019apport de notre partenariat avec&nbsp;<a href=\"https:\/\/doo-conseil.com\">DOO Conseil<\/a>&nbsp;et l\u2019inspiration de grands noms de la formation.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Former des Managers : Quels Enjeux ?<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Dans un environnement o\u00f9 la pression des r\u00e9sultats est constante, les managers op\u00e9rationnels jouent un r\u00f4le cl\u00e9 pour concilier les objectifs de performance et la satisfaction des collaborateurs. Cependant, leur formation est souvent n\u00e9glig\u00e9e au profit des \u00e9quipes front-office.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Les enjeux sont pourtant nombreux :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">R\u00e9duire le turnover<\/mark>&nbsp;: Des managers bien form\u00e9s savent motiver leurs \u00e9quipes et cr\u00e9er un environnement de travail positif.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Am\u00e9liorer les performances<\/mark>&nbsp;: En ma\u00eetrisant les outils de pilotage et les m\u00e9thodes de gestion, les managers optimisent les indicateurs cl\u00e9s (KPI) des centres de contact.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Assurer la coh\u00e9rence organisationnelle\u00a0<\/mark>: Des <a href=\"https:\/\/oswego.eu\/ar\/gestion-des-competences\/\">managers comp\u00e9tents<\/a> renforcent la transmission des valeurs et des strat\u00e9gies de l\u2019entreprise.<\/li>\n<\/ul>\n\n\n\n<div class=\"wp-block-cover alignfull is-light\" style=\"border-radius:5px\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"618\" height=\"400\" data-attachment-id=\"949\" data-permalink=\"https:\/\/oswego.eu\/ar\/oo_card_1\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_1-2.png?fit=618%2C400&amp;ssl=1\" data-orig-size=\"618,400\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_card_1\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_1-2.png?fit=618%2C400&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-949 size-large\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_1-2.png?resize=618%2C400&#038;ssl=1\" data-object-fit=\"cover\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-base-2-background-color has-background-dim\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-left has-base-color has-text-color has-link-color wp-elements-6565ff345c42b3dfd7e80f8a2e86135a wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60);font-size:clamp(3.037rem, 3.037rem + ((1vw - 0.2rem) * 4.938), 6rem);\">12 agents<\/p>\n\n\n\n<p class=\"has-base-color has-text-color has-link-color has-medium-font-size wp-elements-e23e4dc9ee639e287c38e32450bd7d1d wp-block-paragraph\" style=\"padding-right:var(--wp--preset--spacing--60);padding-left:var(--wp--preset--spacing--60)\">Taux d&rsquo;encadrement moyen dans les centres de contacts<\/p>\n<\/div><\/div>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\">Un Exemple Inspirant dans le Secteur des Services \u00e0 Domicile<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Dans le secteur des services \u00e0 domicile, un acteur majeur a r\u00e9cemment entrepris une transformation de son management op\u00e9rationnel en relation client. Apr\u00e8s un audit initial des op\u00e9rations r\u00e9alis\u00e9 avec l\u2019application <a href=\"https:\/\/oswego.eu\/ar\/audit\/\">OswegO Audit<\/a>, l\u2019entreprise a sollicit\u00e9 un diagnostic approfondi pour b\u00e2tir un programme de formation sur mesure destin\u00e9 \u00e0 ses managers.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Objectifs<\/mark>&nbsp;: Le diagnostic visait \u00e0 d\u00e9finir les axes d&rsquo;am\u00e9lioration n\u00e9cessaires pour concevoir une formation align\u00e9e avec la culture de l&rsquo;entreprise, ses objectifs et les attentes des participants.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">M\u00e9thodologie<\/mark>&nbsp;:<br>Un consultant senior a pass\u00e9 trois jours sur site pour rencontrer les managers participants et leur encadrement, et pour analyser les pratiques actuelles. Ce travail a mis en \u00e9vidence plusieurs besoins sp\u00e9cifiques\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Renforcer l\u2019esprit d\u2019\u00e9quipe et l\u2019assertivit\u00e9 des managers.<\/li>\n\n\n\n<li>Am\u00e9liorer la gestion des priorit\u00e9s et des plans d\u2019action individuels.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">R\u00e9sultats<\/mark>\u00a0:<br>Gr\u00e2ce \u00e0 ce diagnostic, une <a href=\"https:\/\/oswego.eu\/ar\/academy\/\">formation<\/a>, con\u00e7ue en collaboration avec\u00a0<strong>DOO Conseil<\/strong>, a \u00e9t\u00e9 mise en place avec un contenu p\u00e9dagogique bas\u00e9 sur des exemples inspirants et des exercices pratiques. Le programme, structur\u00e9 en plusieurs modules espac\u00e9s, a permis de minimiser les interruptions dans les op\u00e9rations tout en maximisant l\u2019impact de l\u2019apprentissage.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Ma\u00eetriser le Pilotage de la Performance<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le pilotage de la performance est une comp\u00e9tence centrale pour tout manager op\u00e9rationnel. Cela comprend :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">L\u2019analyse des KPIs<\/mark>&nbsp;: Les managers doivent comprendre et interpr\u00e9ter des indicateurs comme le temps de traitement moyen, le taux de r\u00e9solution au premier contact ou la satisfaction client.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">L\u2019anticipation et l\u2019adaptation<\/mark>&nbsp;: Gr\u00e2ce \u00e0 des outils comme le Workforce Management (WFM), ils ajustent les ressources aux flux en temps r\u00e9el.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">La prise de d\u00e9cision rapide<\/mark>&nbsp;: Face \u00e0 des probl\u00e9matiques op\u00e9rationnelles, un manager performant agit efficacement en s\u2019appuyant sur des donn\u00e9es fiables.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Une <a href=\"https:\/\/oswego.eu\/ar\/academy\/\">formation<\/a> d\u00e9di\u00e9e \u00e0 ces aspects permet de transformer le manager en un v\u00e9ritable pilote des op\u00e9rations.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Devenir un Leader<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">\u00catre un manager, ce n\u2019est pas seulement diriger\u202f; c\u2019est aussi inspirer. Les centres de contact, souvent per\u00e7us comme des environnements stressants, ont besoin de leaders capables de :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Motiver<\/mark>&nbsp;: Encourager les \u00e9quipes \u00e0 atteindre leurs objectifs tout en valorisant leurs contributions.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Inspirer confiance<\/mark>&nbsp;: Cr\u00e9er une relation authentique avec les collaborateurs pour renforcer l\u2019engagement.<\/li>\n\n\n\n<li><a href=\"https:\/\/oswego.eu\/ar\/management-operationnel\/\">Transmettre une vision<\/a>&nbsp;: Communiquer clairement les objectifs strat\u00e9giques et op\u00e9rationnels de l\u2019entreprise.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Devenir un <a href=\"https:\/\/oswego.eu\/ar\/management-operationnel\/\">leader<\/a>, c\u2019est avant tout savoir transformer les d\u00e9fis en opportunit\u00e9s et f\u00e9d\u00e9rer autour d\u2019une vision commune.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Ma\u00eetriser les Comp\u00e9tences de son \u00c9quipe<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Un manager op\u00e9rationnel performant doit \u00eatre capable de d\u00e9velopper les comp\u00e9tences de ses collaborateurs\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Identifier les besoins en formation gr\u00e2ce \u00e0 des \u00e9valuations r\u00e9guli\u00e8res.<\/li>\n\n\n\n<li>Accompagner la mont\u00e9e en comp\u00e9tence par le coaching individualis\u00e9.<\/li>\n\n\n\n<li>Encourager l\u2019apprentissage continu et l\u2019utilisation des outils digitaux.<\/li>\n\n\n\n<li>Favoriser l\u2019autonomie des collaborateurs tout en assurant un suivi r\u00e9gulier.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Former les managers \u00e0 d\u00e9tecter et valoriser le potentiel de leurs \u00e9quipes est une \u00e9tape essentielle pour garantir <a href=\"https:\/\/oswego.eu\/ar\/parcours-client\/\">une exp\u00e9rience client de qualit\u00e9<\/a>.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Savoir Manager : Ses Collaborateurs, Son \u00c9quipe, Ses Pairs, et Son Manager<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Le r\u00f4le d\u2019un manager op\u00e9rationnel s\u2019\u00e9tend bien au-del\u00e0 de la gestion directe des collaborateurs. Il doit :<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Manager ses collaborateurs<\/mark>&nbsp;: Comprendre leurs besoins, les accompagner et leur donner les moyens de r\u00e9ussir.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">G\u00e9rer son \u00e9quipe globale<\/mark>&nbsp;: Maintenir une coh\u00e9sion et une motivation collective.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Collaborer avec ses pairs&nbsp;<\/mark>: Construire des relations transversales pour am\u00e9liorer les synergies entre les \u00e9quipes.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Manager son propre manager<\/mark>&nbsp;: Assurer une communication ascendante efficace pour aligner les attentes et les r\u00e9sultats.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Cette <a href=\"https:\/\/oswego.eu\/ar\/academy\/\">comp\u00e9tence<\/a> de gestion \u00e0 plusieurs niveaux fait la diff\u00e9rence entre un bon manager et un manager d\u2019exception.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<div class=\"wp-block-cover alignfull is-light\" style=\"border-radius:5px\"><img data-recalc-dims=\"1\" decoding=\"async\" width=\"618\" height=\"400\" data-attachment-id=\"951\" data-permalink=\"https:\/\/oswego.eu\/ar\/oo_card_3\/\" data-orig-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_3-2.png?fit=618%2C400&amp;ssl=1\" data-orig-size=\"618,400\" data-comments-opened=\"1\" data-image-meta=\"{&quot;aperture&quot;:&quot;0&quot;,&quot;credit&quot;:&quot;&quot;,&quot;camera&quot;:&quot;&quot;,&quot;caption&quot;:&quot;&quot;,&quot;created_timestamp&quot;:&quot;0&quot;,&quot;copyright&quot;:&quot;&quot;,&quot;focal_length&quot;:&quot;0&quot;,&quot;iso&quot;:&quot;0&quot;,&quot;shutter_speed&quot;:&quot;0&quot;,&quot;title&quot;:&quot;&quot;,&quot;orientation&quot;:&quot;0&quot;}\" data-image-title=\"oo_card_3\" data-image-description=\"\" data-image-caption=\"\" data-large-file=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_3-2.png?fit=618%2C400&amp;ssl=1\" class=\"wp-block-cover__image-background wp-image-951 size-large\" alt=\"\" src=\"https:\/\/i0.wp.com\/oswego.eu\/wp-content\/uploads\/2024\/11\/oo_card_3-2.png?resize=618%2C400&#038;ssl=1\" data-object-fit=\"cover\" \/><span aria-hidden=\"true\" class=\"wp-block-cover__background has-background-dim\" style=\"background-color:#FFF\"><\/span><div class=\"wp-block-cover__inner-container is-layout-flow wp-block-cover-is-layout-flow\">\n<p class=\"has-text-align-left wp-block-paragraph\" style=\"margin-right:var(--wp--preset--spacing--60);margin-left:var(--wp--preset--spacing--60);font-size:clamp(3.037rem, 3.037rem + ((1vw - 0.2rem) * 4.938), 6rem);\">8 heure<\/p>\n\n\n\n<p class=\"has-small-font-size wp-block-paragraph\" style=\"padding-right:var(--wp--preset--spacing--60);padding-left:var(--wp--preset--spacing--60)\">Dur\u00e9e moyenne de la formation continue par an et par manager dans les op\u00e9rations client.<\/p>\n<\/div><\/div>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">DOO Conseil : Un Partenariat Cl\u00e9 pour la Formation des Managers<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Chez OswegO, nous collaborons avec\u00a0<strong><a href=\"https:\/\/oswego.eu\/ar\/ecosysteme\/\">DOO Conseil<\/a><\/strong>, des experts reconnus dans la formation des managers en op\u00e9rations client. Leur approche combine une ing\u00e9nierie p\u00e9dagogique sur mesure et une animation innovante des formations. Ensemble, nous avons con\u00e7u des programmes qui r\u00e9pondent aux besoins sp\u00e9cifiques des centres de contact\u202f: coaching, ateliers interactifs et simulations r\u00e9alistes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Ce partenariat garantit une efficacit\u00e9 maximale dans la mont\u00e9e en comp\u00e9tences des managers op\u00e9rationnels.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h2 class=\"wp-block-heading\"><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Des Experts de la Formation qui Nous Inspirent<\/mark><\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Nous avons \u00e9galement le privil\u00e8ge de nous inspirer de figures embl\u00e9matiques du domaine\u202f:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Jean-Luc Baticle<\/mark>&nbsp;: Surnomm\u00e9 \u00ab\u00a0le coach ultime\u00a0\u00bb, il a r\u00e9volutionn\u00e9 l\u2019approche du leadership en mettant l\u2019accent sur l\u2019authenticit\u00e9 et l\u2019intelligence \u00e9motionnelle.<\/li>\n\n\n\n<li><mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">Michel Yvenat<\/mark>&nbsp;: Cet innovateur transforme les formations en v\u00e9ritables exp\u00e9riences th\u00e9\u00e2trales, engageant les participants dans des mises en sc\u00e8ne qui laissent une empreinte durable.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\">Leur <a href=\"https:\/\/oswego.eu\/ar\/ecosysteme\/\">contribution<\/a> enrichit nos m\u00e9thodes et nous pousse \u00e0 explorer des approches toujours plus impactantes.<\/p>\n\n\n\n<hr class=\"wp-block-separator has-alpha-channel-opacity\" \/>\n\n\n\n<h3 class=\"wp-block-heading\">D\u00e9velopper des Managers d&rsquo;Excellence<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Nous croyons que la formation des <a href=\"https:\/\/oswego.eu\/ar\/management-operationnel\/\">managers op\u00e9rationnels<\/a> est un levier essentiel pour am\u00e9liorer la <mark style=\"background-color:rgba(0, 0, 0, 0)\" class=\"has-inline-color has-contrast-2-color\">performance des centres de contact <\/mark>et garantir une exp\u00e9rience client optimale. En investissant dans leur mont\u00e9e en comp\u00e9tences, vous \u00e9quipez vos managers pour relever les d\u00e9fis du quotidien et inspirer leurs \u00e9quipes.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">D\u00e9couvrez&nbsp;<a href=\"https:\/\/oswego.eu\/ar\/academy\/\">OswegO Academy<\/a>, notre plateforme d\u00e9di\u00e9e \u00e0 la formation des professionnels des centres de contact, et inspirez-vous de nos nombreux <a href=\"https:\/\/oswego.eu\/ar\/uses-cases\/\">cas clients r\u00e9ussis <\/a>pour transformer vos op\u00e9rations.<\/p>\n\n\n\n<div style=\"height:50px\" aria-hidden=\"true\" class=\"wp-block-spacer\"><\/div>\n\n\n\n<h2 class=\"wp-block-heading has-contrast-2-color has-text-color has-link-color wp-elements-28f50f6a5e5c77b77c8be84a8bdfcd76\">Comment OswegO peut vous accompagner ?<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">Retrouver l&rsquo;ensemble de nos avis d&rsquo;experts et contenu sur notre <a href=\"https:\/\/oswego.eu\/ar\/blog\/\">blog<\/a>.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n<\/div>","protected":false},"excerpt":{"rendered":"<p>L&rsquo;article traite de l&rsquo;importance de former les managers op\u00e9rationnels dans les centres de contact pour am\u00e9liorer la performance et la satisfaction des employ\u00e9s. Il souligne les enjeux li\u00e9s \u00e0 leur formation, ainsi que les b\u00e9n\u00e9fices d&rsquo;une approche structur\u00e9e, en ayant recours \u00e0 des experts comme DOO Conseil pour d\u00e9velopper des comp\u00e9tences efficaces et inspirantes.<\/p>","protected":false},"author":258930097,"featured_media":385,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_crdt_document":"","_jetpack_newsletter_access":"","_jetpack_dont_email_post_to_subs":false,"_jetpack_newsletter_tier_id":0,"_jetpack_memberships_contains_paywalled_content":false,"_jetpack_memberships_contains_paid_content":false,"footnotes":"","jetpack_publicize_message":"","jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","default_image_id":0,"font":"","enabled":false},"version":2},"_wpas_customize_per_network":false,"jetpack_post_was_ever_published":false},"categories":[1],"tags":[98760,4269,14038468,17289438,410432],"class_list":["post-1591","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-uncategorized","tag-academy","tag-finance","tag-management-de-transition","tag-management-operationnel","tag-ressources-humaines"],"aioseo_notices":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>D\u00e9velopper le Leadership et les Comp\u00e9tences Manag\u00e9riales dans les Centres de Contact - OswegO<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/oswego.eu\/ar\/2025\/03\/12\/developper-le-leadership-et-les-competences-manageriales-dans-les-centres-de-contact\/\" \/>\n<meta property=\"og:locale\" content=\"ar_AR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"D\u00e9velopper le Leadership et les Comp\u00e9tences Manag\u00e9riales dans les Centres de Contact - OswegO\" \/>\n<meta property=\"og:description\" content=\"L&#039;article traite de l&#039;importance de former les managers op\u00e9rationnels dans les centres de contact pour am\u00e9liorer la performance et la satisfaction des employ\u00e9s. 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