Abstract: Nowadays, nearly all the large-scale call centers provide 7×24 service, they have to deal with the significant fluctuate of customer demands every day. Good design of shifts is important for the call centers to match the customer demand and human resource. Since the workload in the day is highly unbalanced, the call center shifts, especially in the multi-skill environment, are much more complex than the common APN shift pattern. A 2-phase shift design method is proposed, in the first phase, the model is designed to determine the total number of continuous shifts, without the rest periods, as well as the starting and ending time for every shift. While in the second phase, additional models are introduced to put the rest periods into the continuous working shifts. A case experiment is designed to show that the 2-phase model can obtain a feasible solution.

Key words: shift design, rest period, call center

摘要： 几乎所有的大型呼叫中心都提供7×24服务，其必然面对着一天内客户需求大幅度的波动，为了更好匹配客户需求与人力资源供给，班次设计尤为重要。由于一天内的工作负荷极不均衡，呼叫中心的班次设计远比传统概念上的“早中晚三班”复杂，其中最困难的是班次中休息时间的合理分配。提出了两阶段的班次设计思路，在第一阶段确定了班次的个数与起止时间，第二阶段在连续的班次中加入根据当天需求柔性可变的休息时间，并将人力需求由时刻转化为班次，缩小后续人员指派问题的规模。通过算例实验证明二阶段的班次设计模型能得到可行解，并分析了其存在的问题。

关键词: 班次设计, 休息时间, 呼叫中心