Abstract
In this work, our main objective is to design a real-time service and support team monthly schedule considering all the possible uncertainty scenarios. The given constraints are: Minimum and maximum working hours for the teams and team members; Scheduling the total numbers of working teams at a time; Team arrival and leaving time; Minimize work delays and maximizing each employees work efficiency; Avoid unexpected bumps and schedule crashes. Our optimization algorithm aims to provide a minimum number of team members and working hours for each team in accordance with the forecast workflow.
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