Physical Sciences and Mathematics Commons^™

Joint Chance-Constrained Staffing Optimization In Multi-Skill Call Centers, Tien Thanh Dam, Thuy Anh Ta, Tien Mai

Research Collection School Of Computing and Information Systems

This paper concerns the staffing optimization problem in multi-skill call centers. The objective is to find a minimal cost staffing solution while meeting a target level for the quality of service (QoS) to customers. We consider a staffing problem in which joint chance constraints are imposed on the QoS of the day. Our joint chance-constrained formulation is more rational capturing the correlation between different call types, as compared to separate chance-constrained versions considered in previous studies. We show that, in general, the probability functions in the joint-chance constraints display S-shaped curves, and the optimal solutions should belong to the concave …