{"id":43100,"date":"2020-01-08T11:05:31","date_gmt":"2020-01-08T11:05:31","guid":{"rendered":"https:\/\/resources.workable.com\/?p=43100"},"modified":"2020-02-06T13:20:10","modified_gmt":"2020-02-06T13:20:10","slug":"descriptif-de-poste-directeur-de-centre-dappels-f-h-autre","status":"publish","type":"post","link":"https:\/\/resources.workable.com\/fr\/directeur-de-centre-d-appels-descriptif-de-poste","title":{"rendered":"Descriptif de poste: Directeur de centre d&rsquo;appels&nbsp;(f\/h\/autre)"},"content":{"rendered":"<p>Le pr\u00e9sent mod\u00e8le de fiche de poste<span style=\"color: #000000;\">\u00a0<\/span>de Directeur de centre d&rsquo;appels a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne, ainsi que pour \u00eatre ais\u00e9ment personnalis\u00e9 en fonction des besoins de votre entreprise.<\/p>\n<h2>Les fonctions du Directeur de centre d&rsquo;appels incluent:<\/h2>\n<ul>\n<li><span style=\"font-weight: 400;\">D\u00e9velopper des objectifs pour les activit\u00e9s quotidiennes du centre d&rsquo;appels<\/span><\/li>\n<li><span style=\"font-weight: 400;\">R\u00e9aliser une planification des ressources efficace pour maximiser la productivit\u00e9 des ressources (humaines, technologiques, etc.)<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Collecter et analyser\u00a0les statistiques du centre d&rsquo;appels (taux de ventes, co\u00fbts, indicateurs de service au client, etc.)<\/span><\/li>\n<\/ul>\n<p><img loading=\"lazy\" decoding=\"async\" class=\"size-large wp-image-43138 aligncenter\" src=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2016\/02\/call-center-manager-640x230.jpg\" alt=\"fiche de poste de directeur de centre d'appels\" width=\"640\" height=\"230\" srcset=\"https:\/\/resources.workable.com\/wp-content\/uploads\/2016\/02\/call-center-manager.jpg 640w, https:\/\/resources.workable.com\/wp-content\/uploads\/2016\/02\/call-center-manager-200x72.jpg 200w, https:\/\/resources.workable.com\/wp-content\/uploads\/2016\/02\/call-center-manager-560x201.jpg 560w\" sizes=\"auto, (max-width: 640px) 100vw, 640px\" \/><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Le pr\u00e9sent mod\u00e8le de fiche de poste\u00a0de Directeur de centre d&rsquo;appels a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&rsquo;annonces ou des pages d&#8217;emploi en ligne, ainsi que pour \u00eatre ais\u00e9ment personnalis\u00e9 en fonction des besoins de votre entreprise. Les fonctions du Directeur de centre d&rsquo;appels incluent: D\u00e9velopper des objectifs pour les [&hellip;]<\/p>\n","protected":false},"author":28,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_lmt_disableupdate":"no","_lmt_disable":"","_has_post_settings":[],"footnotes":""},"categories":[1041,1188],"tags":[1187],"class_list":["post-43100","post","type-post","status-publish","format-standard","hentry","category-descriptifs-de-postes","category-descriptifs-de-postes-de-service-a-la-clientele","tag-sample-customer-service-fr"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Mod\u00e8le de fiche de poste de Directeur de centre d&#039;appels | Workable<\/title>\n<meta name=\"description\" content=\"Le pr\u00e9sent mod\u00e8le de fiche de poste de Directeur de centre d&#039;appels a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&#039;annonces ou des pages d&#039;emploi en ligne, ainsi que pour \u00eatre ais\u00e9ment personnalis\u00e9 en fonction des besoins de votre entreprise.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/resources.workable.com\/fr\/directeur-de-centre-d-appels-descriptif-de-poste\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Descriptif de poste: Directeur de centre d&#039;appels (f\/h\/autre)\" \/>\n<meta property=\"og:description\" content=\"Le pr\u00e9sent mod\u00e8le de fiche de poste de Directeur de centre d&#039;appels a \u00e9t\u00e9 optimis\u00e9 \u00e0 des fins de publication sur des sites d&#039;annonces ou des pages d&#039;emploi en ligne, ainsi que 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name=\"twitter:label1\" content=\"\u00c9crit par\" \/>\n\t<meta name=\"twitter:data1\" content=\"Nikoletta Bika\" \/>\n\t<meta name=\"twitter:label2\" content=\"Dur\u00e9e de lecture estim\u00e9e\" \/>\n\t<meta name=\"twitter:data2\" content=\"1 minute\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/resources.workable.com\\\/fr\\\/directeur-de-centre-d-appels-descriptif-de-poste#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/resources.workable.com\\\/fr\\\/directeur-de-centre-d-appels-descriptif-de-poste\"},\"author\":{\"name\":\"Nikoletta Bika\",\"@id\":\"https:\\\/\\\/resources.workable.com\\\/fr\\\/#\\\/schema\\\/person\\\/bddaa2e41481e7c9ef2328432ea089e7\"},\"headline\":\"Descriptif de poste: Directeur de centre 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She holds an MSc in HR and has written extensively about all things HR and recruiting, with a particular interest in bias, data, technology, legal compliance, and the future of work. She hates meaningless jargon and dreams about space travel.","sameAs":["http:\/\/workable.com"],"url":"https:\/\/resources.workable.com\/fr\/author\/nikoletta-bika\/"}]}},"modified_by":"Zina Panagopoulou","custom_fields":{"brief":"<span style=\"font-weight: 400;\">Nous recherchons un <\/span><b>Directeur de centre d'appels comp\u00e9tent <\/b><span style=\"font-weight: 400;\">charg\u00e9 de superviser les activit\u00e9s quotidiennes et le personnel dans le but d'atteindre une efficience et une rentabilit\u00e9 maximales. Vous vous assurerez \u00e9galement que les technologies soient utilis\u00e9es au maximum et que le personnel soit bien organis\u00e9 et productif.<\/span> <span style=\"font-weight: 400;\">Un excellent Directeur de centre d'appels doit \u00eatre un professionnel organis\u00e9, fiable et ax\u00e9 sur les r\u00e9sultats. Il doit avoir un esprit pratique pour r\u00e9soudre les probl\u00e8mes lorsqu'ils se pr\u00e9sentent, associ\u00e9 \u00e0 une capacit\u00e9 d'appr\u00e9hender les situations dans leur ensemble et d'apporter des am\u00e9liorations. En votre qualit\u00e9 de Directeur de centre d'appels, vous devrez \u00e9galement poss\u00e9der d'excellentes comp\u00e9tences de service au client et de communication.<\/span>\r\n<p dir=\"ltr\"><span style=\"font-weight: 400;\">Le but recherch\u00e9 est de faire tout son possible pour atteindre les objectifs et obtenir d'excellents r\u00e9sultats pour notre entreprise.<\/span><\/p>","requirements":"<ul>\r\n \t<li><span style=\"font-weight: 400;\">Exp\u00e9rience av\u00e9r\u00e9e \u00e0 un poste de Directeur de centre d'appels ou similaire<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Une exp\u00e9rience dans le service aux clients est requise<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Connaissance des indicateurs d'\u00e9valuation des performances et du service aux client<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Solide compr\u00e9hension des proc\u00e9dures de rapport et de budg\u00e9tisation<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Exp\u00e9rience dans l'analyse financi\u00e8re de base (rentabilit\u00e9, co\u00fbts-b\u00e9n\u00e9fices, etc.)<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Ma\u00eetrise de MS Office et des \u00e9quipements informatiques\/programmes des centres d'appels<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Excellentes comp\u00e9tences de communication et interpersonnelles<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Excellentes comp\u00e9tences organisationnelles et de direction, avec une aptitude pour la r\u00e9solution de probl\u00e8mes<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Positif et patient<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Dipl\u00f4me de l'enseignement secondaire ou \u00e9quivalent\u00a0; un dipl\u00f4me d'un niveau sup\u00e9rieur dans une discipline pertinente sera appr\u00e9ci\u00e9<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Une qualification en tant que Responsable certifi\u00e9(e) de centre d'appels (par ex. CCCM) ou \u00e9quivalente constitue un avantage<\/span><\/li>\r\n<\/ul>","responsibilities":"<ul>\r\n \t<li><span style=\"font-weight: 400;\">D\u00e9velopper des objectifs pour les activit\u00e9s quotidiennes du centre d'appels<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">R\u00e9aliser une planification des ressources efficace pour maximiser la productivit\u00e9 des ressources (humaines, technologiques, etc.)<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Collecter et analyser les statistiques du centre d'appels (taux de ventes, co\u00fbts, indicateurs de service au client, etc.)<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Assurer la budg\u00e9tisation et le suivi des d\u00e9penses<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Embaucher, encadrer et former le personnel afin de maintenir des normes de service au client \u00e9lev\u00e9es<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Superviser et am\u00e9liorer les proc\u00e9dures de commande, de traitement des appels t\u00e9l\u00e9phoniques et autres <\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">\u00c9valuer les performances avec des indicateurs cl\u00e9s (pr\u00e9cision, temps d'attente pour les appels, etc.)<\/span><\/li>\r\n \t<li><span style=\"font-weight: 400;\">Pr\u00e9parer des rapports pour d'autres d\u00e9partements ou la haute direction<\/span><\/li>\r\n<\/ul>","see_more":""},"_links":{"self":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/43100","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/users\/28"}],"replies":[{"embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/comments?post=43100"}],"version-history":[{"count":0,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/posts\/43100\/revisions"}],"wp:attachment":[{"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/media?parent=43100"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/categories?post=43100"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/resources.workable.com\/fr\/wp-json\/wp\/v2\/tags?post=43100"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}