We consider a two-stage stochastic staffing problem for multi-skill call centers. The objective is to minimize the total cost of agents under a chance constraint, defined over the randomness of the arrival rates, to meet all the expected service level targets. First, we determine an initial staffing based on an imperfect forecast. Then, this staffing is corrected by applying recourse when the forecast becomes more accurate. We consider the recourse actions of adding or removing agents at the price of some penalty costs. We present a method that combines simulation with integer or linear programming and cut generation.
展开▼
