[CCoE Notice] Industrial Engineering Seminar

[Tekin, Eylem]

INDUSTRIAL ENGINEERING SEMINAR

Date: November 15, 2013
Time: 10am-11am
Place: 102 D

Staffing Call Centers under Arrival Rate Uncertainty


Dr. John J. Hasenbein

Associate Professor

The University of Texas at Austin


Abstract

We investigate the problem of optimizing the number of agents in call center models that operate under Quality of Service (QoS) constraints. In particular, we are interested in models for which: (a) arrival rates are not known with certainty, but have a known (or forecast) distribution, (b) there are multiple pools of agents, and (c) there are joint QoS constraints. We present asymptotically optimal approximations for obtaining near-optimal solutions by using queueing and stochastic programming ideas. We also bracket this problem with a more philosophical discussion about how to view forecast uncertainty in stochastic models in general.

Biography

John Hasenbein is an Associate Professor and the Graduate Advisor in the Graduate Program in OR/IE at the University of Texas Austin. He received his B.S. in Systems Science and Mathematics from Washington University in St. Louis and his M.S. and Ph.D. from Georgia Tech. His research specialties include queueing theory, large deviations, Markov decision processes, and semiconductor wafer fab scheduling. He is on the editorial boards of Operations Research, Queueing Systems, IIE Transactions, and OR Letters, and is the chair-elect of the Applied Probability Society of INFORMS. He has been supported by NSF via an International Research Fellowship and a CAREER award, among other grants. Dr. Hasenbein's applied research projects have been funded by AMD, International Sematech, Samsung, Ayata, Zilliant, ConocoPhillips, and SK-Telecom.

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