Workforce Planning for Single Call Center with Service-Level Agreement

Chanpanit, Thanyawan; Udomsakdigool, Apinanthana

doi:10.1007/978-3-319-19006-8_36

Cited by 2 publications

(1 citation statement)

References 15 publications

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“…In this context, clustering the employees according to their skills does not simplify the problem. Hence, skills modeling in classic rostering problems, it is an interesting research field for the next years in different industries (Chanpanit & Udomsakdigool, 2015;Parisio & Jones, 2015;Braekers et al, 2016).…”

Section: Introductionmentioning

confidence: 99%

A GRASP-based approach to the multi activity combined timetabling and crew scheduling problem considering a heterogeneous workforce

Novoa¹,

Olarte²,

Barrera³

et al. 2016

10.5267/j.ijiec

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This paper tackles an extension to the Multi-activity Combined Timetabling and Crew Scheduling Problem (MCTCSP). The goal of the original problem is to schedule the minimum number of homogenous workers required, in order to visit a set of customers characterized by services needed against schedule availability. However, since in home services it is common to have specialized workers, a mathematical model considering a heterogeneous workforce is proposed. As a solution, a GRASP-based algorithm is designed. In order to test the metaheuristic performance, 110 instances from the literature are adapted to include categorical skills. In addition, another 10 instances are randomly generated to consider large problems. The results show that the proposed GRASP finds optimal solutions in 46% of the cases and saves 40-96% computational time.

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Section: Introductionmentioning

confidence: 99%

A GRASP-based approach to the multi activity combined timetabling and crew scheduling problem considering a heterogeneous workforce

Novoa¹,

Olarte²,

Barrera³

et al. 2016

10.5267/j.ijiec

View full text Add to dashboard Cite

show abstract

Application of Linear Programming in Optimizing Labour Scheduling

Al-Rawi¹,

Mukherjee²

2019

JMF

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Employee or labor scheduling is associated with assigning an appropriate number of workers to the jobs during each day of work. It requires determining when staff members will work and when part-time, full-time workers will be needed to work. It is obvious that the number of employees wanted on duty throughout the week may fluctuate depending on health or family issues of the labor and the employer's requirement for a particular job; Scheduling forces us to systematically identify and analyze about all the tasks that need to be done on a project, the expected time each task might take, the expected requirement of the workforce for the job in terms of size and quality of employee personnel and the expected labor expenses. As the availabilities of the employees may vary and change from week to week; hence the scheduling becomes more essential for the smooth running of a project or shift. This paper focuses on a constructive method for solving Labor Scheduling problem encountered in a construction company, suggesting an estimated labor cost over a week and the requirement of part-time labors in each shift, using linear programming techniques, thus, providing a logical way to organize these tasks and produce a new schedule each week, by the virtue of the changing demand for service while minimizing labor cost and maximizing labor preferences.

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Workforce Planning for Single Call Center with Service-Level Agreement

Cited by 2 publications

References 15 publications

A GRASP-based approach to the multi activity combined timetabling and crew scheduling problem considering a heterogeneous workforce

A GRASP-based approach to the multi activity combined timetabling and crew scheduling problem considering a heterogeneous workforce

Application of Linear Programming in Optimizing Labour Scheduling

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