{"id":11706,"date":"2022-06-09T08:20:26","date_gmt":"2022-06-09T08:20:26","guid":{"rendered":"https:\/\/www.odigo.com\/fr-fr\/?p=11706"},"modified":"2026-02-24T12:31:19","modified_gmt":"2026-02-24T11:31:19","slug":"manager-en-centre-de-contacts-un-role-incontournable","status":"publish","type":"post","link":"https:\/\/odigo.com\/fr\/blog\/manager-en-centre-de-contacts-un-role-incontournable\/","title":{"rendered":"Manager en centre de contacts : un r\u00f4le incontournable"},"content":{"rendered":"\n\n \n\n
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\u2019il y a bien un tournant qui a transform\u00e9 le r\u00f4le du manager en centre de contacts, c\u2019est bien celui de la crise sanitaire. Avec le t\u00e9l\u00e9travail<\/a>, le manager en centre de contacts n\u2019a pas eu d\u2019autre choix que de faire confiance \u00e0 ses \u00e9quipes et de leur donner davantage d\u2019autonomie<\/strong>. \u201cPour une partie des entreprises, il a fallu former les managers pour appr\u00e9hender les nouveaux modes de management \u00e0 distance. Il n\u2019existe plus certains rituels et il a fallu s\u2019adapter. Cela n\u2019a pas \u00e9t\u00e9 facile mais l\u2019adaptabilit\u00e9 a \u00e9t\u00e9 tr\u00e8s forte pendant cette p\u00e9riode<\/em>\u201d, note Fabrice Mabru, Pr\u00e9sident du Club des professionnels de la relation client Auvergne Rh\u00f4ne-Alpes. <\/p>\n\n\n

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Passer d\u2019une culture de contr\u00f4le \u00e0 une culture de confiance <\/h2>\n\n\n\n

Au sein de Carrefour Service Clients, les managers en centre de contacts ont d\u00fb accentuer leurs efforts en mati\u00e8re de communication notamment. \u201cJe pense que la crise a eu aussi cette vertu de <\/em>passer d\u2019une culture de contr\u00f4le \u00e0 une culture de confiance<\/em><\/strong>. \u00c7a n\u00e9cessite d\u2019avoir une communication plus active. Je crois beaucoup \u00e0 ce mix pr\u00e9sentiel et au t\u00e9l\u00e9travail \u00e0 l\u2019avenir et au fait que les entreprises vont devoir totalement se transformer sur ce sujet-l\u00e0\u201d<\/em>, explique Carole Brion, Directrice Service Clients France chez Carrefour. <\/p>\n\n\n\n

Le manager en centre de contacts : un r\u00f4le multi-facettes  <\/h2>\n\n\n\n

A la fois coach, formateur et animateur d\u2019\u00e9quipe<\/strong>, le manager en centre de contacts n\u2019est plus le superviseur<\/a> d\u2019antan. Au-del\u00e0 de s\u2019assurer de la performance des \u00e9quipes, il aide \u00e0 la mont\u00e9e en comp\u00e9tences, cr\u00e9e une dynamique de groupe, recrute, \u00e9value, r\u00e9compense, et fait \u00e9voluer le conseiller client. Autant dire que cela requiert de nombreux savoir-faire et savoir-\u00eatre qu\u2019il convient d’accompagner. \u201cPour permettre \u00e0 ce nouveau manager d\u2019\u00e9voluer et d\u2019\u00eatre \u00e0 l\u2019aise dans son nouveau domaine de responsabilit\u00e9, je crois beaucoup aux formations puisqu\u2019il y a un sujet de savoir-\u00eatre diff\u00e9rent du savoir-faire pour ce nouveau manager. Je crois beaucoup aussi aux tables rondes. Nous en organisons souvent lorsque nous avons un sujet de tension, ou un sujet autour de la coh\u00e9sion d\u2019\u00e9quipe. Le manager doit int\u00e9grer son poste sereinement et se sentir investi de sa nouvelle fonction gr\u00e2ce \u00e0 l\u2019apprentissage et un accompagnement intensif\u201d,<\/em> ajoute Carole Brion. <\/p>\n\n\n\n

Le manager en centre de contacts face au turnover<\/h2>\n\n\n\n

Autre enjeu pour le manager en centre de contacts : le taux de turnover<\/a> qui touche beaucoup la profession de conseiller client. Comme \u00e9voqu\u00e9 dans un pr\u00e9c\u00e9dent \u00e9pisode, le m\u00e9tier de conseiller client souffre d\u2019un d\u00e9ficit de reconnaissance<\/a>. Bien qu\u2019il se complexifie et qu\u2019il occupe un r\u00f4le central dans l\u2019entreprise, il n’est pas encore reconnu \u00e0 sa juste valeur. \u201cN\u2019oublions pas que c\u2019est un m\u00e9tier fortement m\u00e9connu<\/em>, rappelle Fabrice Mabru. La professionnalisation est une faiblesse aujourd\u2019hui ; et bien souvent, on vient vers notre m\u00e9tier par opportunit\u00e9 d\u2019emploi ou reconversion professionnelle. Aujourd\u2019hui, <\/em>98% des collaborateurs dans les centres de contacts n\u2019ont pas de dipl\u00f4mes de la profession<\/em><\/strong>. Si ce m\u00e9tier est choisi par vocation et par envie, on arrivera s\u00fbrement \u00e0 fid\u00e9liser les collaborateurs.\u201d <\/em>Pour Carole Brion, l\u2019une des r\u00e9ponses \u00e0 cet enjeu est de s\u2019assurer de l\u2019exp\u00e9rience collaborateur : \u201cLe manager doit \u00eatre dans un management tr\u00e8s op\u00e9rationnel, attentif aux conditions de travail, et permettre \u00e0 chacun de pouvoir \u00e9voluer pleinement et efficacement. Je crois aussi beaucoup \u00e0 la formation en continu. C\u2019est aussi tout l\u2019enjeu pour un manager d\u2019\u00eatre proche de ses collaborateurs pour y r\u00e9pondre.\u201d<\/em><\/p>\n\n\n\n

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\n Ecoutez l'\u00e9pisode<\/a>\n <\/div>\n <\/div>\n <\/div>\n <\/section>\n\t\n <\/div>\n\n <\/div>\n <\/div>\n\n <\/section>\n \n\n\n\n\n\n\n\n","protected":false},"excerpt":{"rendered":"

Qu\u2019attend-on aujourd\u2019hui d\u2019un manager en centre de contacts et comment son r\u00f4le \u00e9volue-t-il, notamment depuis la crise sanitaire ? C\u2019est \u00e0 cette question qu\u2019ont r\u00e9pondu Carole Brion, Directrice Service Clients France chez Carrefour et Fabrice Mabru, Pr\u00e9sident du Club des professionnels de la relation client Auvergne Rh\u00f4ne-Alpes, dans le cinqui\u00e8me \u00e9pisode de la saison 2 de CX voices, le podcast d\u2019Odigo<\/p>\n","protected":false},"author":2,"featured_media":196688,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":"","reading_time":"","author_id":66},"categories":[197],"tags":[],"topic":[],"class_list":["post-11706","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-guides-et-conseils"],"acf":{"blog_author":[66]},"yoast_head":"\nLe r\u00f4le incontournable du manager en centre de contacts<\/title>\n<meta name=\"description\" content=\"\u00c0 la fois coach, formateur et animateur d'\u00e9quipe, le r\u00f4le du manager en centre de contacts est 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