Language:

1. Python: Used in inbound call prediction and data processing
2. C++: Used in Genertic Algorithm

Situation

Due to the problem of uneven distribution of manpower in the company’s telephone customer service department for a long time, there is often a shortage of manpower or a surplus of manpower. Manpower shortage and manpower surplus are both key factors that affect the operation of the company because the shortage of manpower will make the service level of the company decline, and affect the reputation of the company or the perception of the company. If there is excess manpower, it is a waste of the company’s labor costs.

Task

I try to combine the three methods of data science, programming, and optimization methods into one, and integrate these three methods into a system to help companies achieve the purpose of human resource optimization.

Action

First, I predict the incoming telephone line volume for the next month, and convert the predicted results into the required manpower through systematic simulation. Finally, we will apply the mathematical model of linear programming to convert the manpower constraints and company policies into several mathematically expressed sets of decision variables, an objective function, and a set of constraints. Lastly, I apply them to the genetic algorithm developed in C++ to allocate human resources. The end result is the shift schedule that each customer service employee receives.

Result

• Scheduling work efficiency: one day becomes half an hour
• Early warning effect: the rate of absenteeism can be calculated, so that the call center can be prepared
• Manpower utilization: 82% to 89%