Topic:Parametric Stochastic Programming Models for Call-Center Workforce Scheduling

Speaker:Yong-Pin Zhou

Discussant:Chen Lihua, GSM, Peking University

Affiliation:University of Washington & University of Hong Kong Business School

Time:Tuesday, 17 Jun. 14:00-16:00pm

Location:Room K01 Guanghua Building 2

Abstract：

We develop and test an integrated forecasting and stochastic programming approach to workforce management in call centers. We first demonstrate that parametric forecasts can be used to drive stochastic programs whose results are stable with relatively small numbers of scenarios. We then extend our approach to include forecast updates and two-stage stochastic programs with recourse and provide a general modeling framework for which recent, related models are special cases. In our formulations, the inclusion of multiple arrival-rate scenarios allows the call centers to meet long-run average QoS targets, while the use of recourse actions help them to lower long-run average costs. Experiments with two large sets of call-center data highlight the complementary nature of these elements.

This is joint work with N. Gans, H. Shen, N. Korolev, A. McCord, and H. Ristock.

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A short bio of Prof .Zhou

Yong-Pin Zhou received his Ph.D. from the Wharton School at University of Pennsylvania. He is currently an associate professor at the University of Washington, Seattle and also a professor at the University of Hong Kong Business School.

Zhou’s main research interests are in the area of service operations management. Specifically, he is interested in the design and allocation of the capacity in stochastic service processes. Furthermore, he is interested in studying the impact of service quality on customer’s service request pattern and lifetime value. Zhou also has done research in supply chain management and revenue/yield management. Zhou’s research has been published in Operations Research, Management Science, Marketing Science, Manufacturing & Service Operations Management (M&SOM), IIE Transactions, IEEE/ACM Transactions on Networking, and Queueing Systems.

Zhou serves as Associate Editor for Management Science, Operations Research, and M&SOM. Zhou is also a recipient of the NSF Faculty Early Career Development (CAREER) Award.

More information can be found at

//faculty.washington.edu/yongpin

Your participation is warmly welcomed!