France – Software package and information systems – Outil de Workforce Management

The TGV CARE Department (in charge of the Remote Customer Relations teams of TGV Europe) wishes to equip itself with a SaaS tool to optimise human resource management and improve operational performance, namely: •Propose optimised schedules in compliance with HR rules, collective agreements and operational constraints, based on the forecast workload in order to precisely adjust the necessary staffing levels and guarantee coverage adapted to needs. •Adjust coverage in real time in case of unforeseen events: workload deviations, under/overstaffing and margins of manoeuvre •Standardise and industrialise planning practices across all contact centres, ensuring a unified method and standardised processes. The services purchased are: 1. Implementation of the solution (Build) 2. RUN services: •Pilot and Governance •Licence per named user (staff member subject to scheduling, users and administrators) •User support functions