In spite of its tremendous economic significance, the problem of sales staff schedule optimization for retail stores has received relatively scant attention. Current approaches typically attempt to minimize payroll costs by closely fitting a staffing curve derived from exogenous sales forecasts,...

This paper introduces a new method for shift scheduling in multiskill call centers. The method consists of two steps. First, staffing levels are determined, and next, in the second step, the outcomes are used as input for the scheduling problem. The scheduling problem relies on a linear...

This paper presents a profit-oriented shift scheduling approach for inbound contact centers. The focus is on systems in which multiple agent classes with different qualifications serve multiple customer classes with different needs. We assume that customers are impatient, abandon if they have to...

This paper presents a new implicit formulation for shift scheduling problems, using context-free grammars to model the rules for the composition of shifts. From the grammar, we generate an integer programming (IP) model having a linear programming relaxation equivalent to that of the classical...

Real applications in shift scheduling often require handling rules such as multiple breaks, flexible shift lengths, overtime, multiple activities, among others. Because these rules demand a high level of flexibility, we model the problem as a Multi-Activity Shift Scheduling Problem (MASSP),...