Workforce management is crucial for telecommunication companies to use human resources effectively especially for call center. Quick changes in operations load due to unexpected events, make workforce management is a complex problem. For these reason, proper optimization models are needed for managing workforce effectively.

Optimization models we developed make it possible to manage and coordinate workforce and call center effectively. Thanks to utilization of optimization models in the workforce management, companies can decrease the average process time, increase the service quality, and reduce costs.