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Benjamin Legros

33
Documents

Présentation

**![](C:\Users\Benjamin\Documents\Mes documents\site web\pic moi.jpg)Professional Interests** Call Centers, Stochastic modeling, Optimization, Queues, Service operations management, Performance analysis, Financial Modeling. **Doctorate** Title: « Optimization of Multi-Skill and Multi-Channel Call Centers », defense on the 13th of December 2013 at Ecole Centrale Paris, Committee Members: Stephen E. CHICK, Zeynep AKSIN KARAESMEN, Raik STOLLETZ, Rob VAN DER MEI, Sébastien THOREL, Yves DALLERY, Ger KOOLE, and Oualid JOUINI. **Education** 2003-2006: Engineering School - Ecole Centrale Paris 2005-2006: Research Master, MSROE – Ecole Centrale Paris, Ecole des Ponts 2001-2003: « Classe préparatoire aux grandes écoles » – Lycée Marcelin Berthelot **Consulting** 2011-2014: Patent for the email routing in Multi-channel Call Centers- Interact-iv.com 2014-2015: Statistical analysis of call centers data (CWI, Interact-iv.com) 2012: Financial Modeling – ELIS 2006-2007: Project for the reopening of the train line Nantes-Châteaubriant (Train station Dimensioning). AREP (affiliated SNCF) **Teaching** Stochastic Models, 2009-2014, Ecole Centrale Paris, 2nd year students. Financial Modeling, 2009-2014, ESG Management School, ESGF, EPF, EFREI, level M2 Statistics, 2009-2014, ESG Management School, ESGF, CFA ACE, EPF, EFREI, level L1-M2 Financial Mathematics, 2009-2014, ESG Management School, level L2 Risk Management, 2013-2014, ESG Management School, level M2 **Academic Supervision** Academic research dissertation, 2010-2014, Ecole Centrale Paris Final year dissertation, 2012-2014, ESG Management School **Administration** Competitive entrance examination at ESG Management School. Writing of the mathematical subject, Corrections, Oral examination, Meeting with academic inspectorate. **Languages** English fluent, French native **Software/Programming** Microsoft Office, Latex, Géoplan, GéoGébra, Photoshop, Arena, Matlab, Scilab, C++,VBA. **Scientific articles** **Published** 1\. Legros, B., Jouini, O., & Dallery, Y. (2015). A flexible architecture for call centers with skill-based routing. *International Journal of Production Economics*, 159, 192-207. 2\. Legros, B., Jouini O. and Koole G. (2015). Adaptive Threshold Policies for Multi-Channel Call Centers. *IIE Transactions*, 47:414-430. **Accepted** 3\. Legros, B., and Jouini, O. (2014). A Linear Algebraic Approach for the Computation of Sums of Erlang Random Variables. Ecole Centrale Paris. (Applied Mathematical Modelling). **Under Revision** 4\. Legros, B., Jouini, O., and Koole, G. (2014). Optimal Scheduling of Calls in Call Centers with a Callback Option. Ecole Centrale Paris. (*Performance Evaluation*). 5\. Legros, B., Jouini, O., and Koole, G. (2014). A Uniformization Approach for the Dynamic Control of Multi-Server Queueing Systems with Abandonments. Ecole Centrale Paris. (*Operations Research*). **Submitted** 6\. Legros, B., Jouini, O., and Koole, G. (2013). Simultaneous treatment by imbrication. Ecole Centrale Paris (submitted to *MSOM*). 7\. Legros, B., Jouini, O., and Koole, G. (2015). When should we reject? A priori versus a posteriori. Ecole Centrale Paris. (submitted to *Queueing Systems*). 8\. Legros, B. and Jouini, O. (2014). Optimal Routing in the Two-Server Slow-Server Queue with Service Failure. Ecole Centrale Paris. (submitted to *Queueing Systems*). 9\. Legros, B. and Jouini, O. (2014). Performance Analysis of a Queueing System with General Abandonments. Ecole Centrale Paris. (submitted to *Operations Research Letters*). **Working Paper** 10\. Routing commercials during the waiting time. 11\. Control of the service admission in a contact center using the chat channel. 12\. The switch to call option: speed in answer versus capacity of service. **Educational Books** 1\. Legros, B. (2011). Mini Manuel de Mathématiques pour la Gestion. DUNOD. 2\. Legros, B. (2011). Mini Manuel de Mathématiques Financières. DUNOD. 3\. A chapter in “Préparation au concours LINK (2012)”. Competitive examination of Mathematics. STUDYRAMA. 4\. Legros, G. et Legros, B. (2015). Stratégie Financière des groupes. ELLIPSES. **Conference talks** 1\. Legros, B., Jouini, O., and Dallery, Y. (2011). Comparison of Flexible Architectures of Call Centers. 12éme congrès de la ROADEF, 02-04 mars 2012, Saint Etienne, France. 2\. Legros, B., Jouini, O., and Dallery, Y. (2012). A New Flexible Architecture for Call Centers with Skill-Based Routing. 9th International Conference of Modeling, Optimization and Simulation, June 06-08, Bordeaux, France. 3\. Legros, B., Jouini, O., and Koole, G. (2012). Managing operations in a multichannel call center. 4th meeting of the EURO Working Group on Stochastic Modeling, May 30- June 01, Paris, France. 4\. Legros, B., Jouini, O., and Koole, G. (2013). Imbricating Tasks in a Multi-channel Contact Center. The International Conference on Modeling, Simulation and Applied Optimization (ICMSAO’13) April 28-30, 2013, Hammamet, Tunisia. 5\. Legros, B., Jouini, O., and Koole, G. (2013). Adaptative Call Center Blending. 26th European Conference on Operational Research - XXVI EURO – INFORMS, 1-4 July, Rome, Italy. 6\. Legros, B., Jouini, O., and Koole, G. (2013). Call Centers with a Call Back Option. 2nd International Workshop on Queueing Theory, December 15-19, Obergurgl, Austria. 7\. Legros, B., Jouini, O., and Koole, G. (2014). Call centers with advertisements. 5th meeting of the EURO Working Group on Stochastic Modeling, June 29- July 02, Mannheim, Germany. 8\. Legros, B., Jouini, O., and Koole, G. (2014). Optimal Routing in the Two-Server Slow-Server Queue with Service Failure. 20th Conference of the International Federation of Operational Research Societies, July 13- July 18, Barcelona, Spain. 9\. Legros, B., Jouini, O., and Koole, G. (2014). Adaptative Call Center Blending. INFORMS annual meeting, November 9-12, San Francisco, United States. 10\. Legros, B., Jouini, O., and Koole, G. (2014). Performance Analysis of a Queueing System with General Abandonments. 3rd International Workshop on Queueing Theory, December 15-19, Obergurgl, Austria. 11\. Legros, B., Jouini, O., and Koole, G. (2015). Optimal tasks imbrication with the use of idling times. IIE Annual Conference, May 30- June 02, Nashville, United States. 12\. Legros, B., Jouini, O., and Koole, G. (2015). When should we reject the call? A priori versus a posteriori rejection. 27th European Conference on Operational Research - XXVII EURO – INFORMS, 12-15 July, Glasgow, Scotland.

Publications

How to optimize container withholding decisions for reuse in the hinterland?

Benjamin Legros , Jan Fransoo , Oualid Jouini
European Journal of Operational Research, 2024, ⟨10.1016/j.ejor.2024.02.035⟩
Article dans une revue hal-04486824v1

A blockchain-based framework to optimize shipping container flows in the hinterland

Mariem Mhiri , Mohamed Haouari , Karim Al-Yafi , Benjamin Legros , Oualid Jouini
International Transactions in Operational Research, 2023, 69, ⟨10.1111/itor.13319⟩
Article dans une revue hal-04330902v1
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The principal-agent problem for service rate event-dependency

Benjamin Legros
European Journal of Operational Research, 2022, 297 (3), pp.949-963. ⟨10.1016/j.ejor.2021.09.020⟩
Article dans une revue hal-03605421v1

Appointment-driven queueing systems with non-punctual customers

Oualid Jouini , Saif Benjaafar , Bingnan Lu , Siqiao Li , Benjamin Legros
Queueing Systems, 2022, 101 (1), pp.1-56. ⟨10.1007/s11134-021-09724-9⟩
Article dans une revue hal-03605423v1
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Routing analyses for call centers with human and automated services

Benjamin Legros
International Journal of Production Economics, 2021, 240, pp.108247. ⟨10.1016/j.ijpe.2021.108247⟩
Article dans une revue hal-03605426v1

Agents’ Self‐Routing for Blended Operations to Balance Inbound and Outbound Services

Benjamin Legros
Production and Operations Management, 2021, 30 (10), pp.3599-3614. ⟨10.1111/poms.13452⟩
Article dans une revue hal-03605428v1

Performance Evaluation of Stochastic Systems with Dedicated Delivery Bays and General On-Street Parking

Abhishek Abhishek , Benjamin Legros , Jan Fransoo
Transportation Science, 2021, 55 (5), pp.1070-1087. ⟨10.1287/trsc.2021.1065⟩
Article dans une revue hal-03605434v1
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Transient analysis of an affine Queue-Hawkes process

Benjamin Legros
Operations Research Letters, 2021, 49 (3), pp.393-399. ⟨10.1016/j.orl.2021.04.001⟩
Article dans une revue hal-03605436v1
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Age-based Markovian approximation of the G/M/1 queue

Benjamin Legros
Operations Research Letters, 2021, 49 (5), pp.708-714. ⟨10.1016/j.orl.2021.07.008⟩
Article dans une revue hal-03605431v1
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Should we wait before outsourcing? Analysis of a revenue-generating blended contact center

Benjamin Legros , Oualid Jouini , Ger Koole
Manufacturing and Service Operations Management, 2020, ⟨10.1287/msom.2019.0859⟩
Article dans une revue hal-02351773v1
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Analysis of base-stock perishable inventory systems with general lifetime and lead-time

Chaaben Kouki , Benjamin Legros , M. Zied Babai , Oualid Jouini
European Journal of Operational Research, 2020, 287 (3), pp.901-915. ⟨10.1016/j.ejor.2020.05.024⟩
Article dans une revue hal-02866472v1
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Front-office multitasking between service encounters and back-office tasks

Benjamin Legros , Oualid Jouini , O. Zeynep Akşin , Ger Koole
European Journal of Operational Research, 2020, 287 (3), pp.946-963. ⟨10.1016/j.ejor.2020.04.048⟩
Article dans une revue hal-02554304v1
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Late-rejection, a strategy to perform an overflow policy

Benjamin Legros
European Journal of Operational Research, 2020, 281 (1), pp.66 - 76. ⟨10.1016/j.ejor.2019.08.037⟩
Article dans une revue hal-03488761v1
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On the scheduling of operations in a chat contact center

Benjamin Legros , Oualid Jouini
European Journal of Operational Research, 2019, 274 (1), pp.303-316. ⟨10.1016/j.ejor.2018.09.040⟩
Article dans une revue hal-01966254v1

A Time-Based Policy for Empty Container Management by Consignees

Benjamin Legros , Yann Bouchery , Jan C Fransoo
Production and Operations Management, 2019, pp.1503-1527. ⟨10.1111/poms.12996⟩
Article dans une revue hal-02019993v1

Dynamic repositioning strategy in a bike-sharing system; how to prioritize and how to rebalance a bike station

Benjamin Legros
European Journal of Operational Research, 2019, 272 (2), pp.740-753. ⟨10.1016/j.ejor.2018.06.051⟩
Article dans une revue hal-02019994v1

Waiting time based routing policies to parallel queues with percentiles objectives

Benjamin Legros
Operations Research Letters, 2018, 46 (3), pp.356-361. ⟨10.1016/j.orl.2018.04.001⟩
Article dans une revue hal-02065918v1
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Blended call center with idling times during the call service

Benjamin Legros , Oualid Jouini , Ger Koole
IISE Transactions, 2018, 50 (4), pp.279 - 297. ⟨10.1080/24725854.2017.1387318⟩
Article dans une revue hal-01728725v1

A Uniformization Approach for the Dynamic Control of Queueing Systems with Abandonments

Benjamin Legros , Oualid Jouini , Ger Koole
Operations Research, 2018, 66 (1), pp.200 - 209. ⟨10.1287/opre.2017.1652⟩
Article dans une revue hal-01728724v1
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M/G/1 queue with event-dependent arrival rates

Benjamin Legros
Queueing Systems, 2018, 89 (3-4), pp.269-301. ⟨10.1007/s11134-017-9557-7⟩
Article dans une revue hal-01635318v1
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Routing in a queueing system with two heterogeneous servers in speed and in quality of resolution

Benjamin Legros , Oualid Jouini
Stochastic Models, 2017, 33 (3), pp.392 - 410. ⟨10.1080/15326349.2017.1303615⟩
Article dans une revue hal-01728723v1
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Call Centers with a Postponed Callback Offer

Benjamin Legros , Sihan Ding , Rob van Der Mei , Oualid Jouini
OR Spectrum, 2017, 39, pp.1097-1125. ⟨10.1007/s00291-017-0487-x⟩
Article dans une revue hal-01635315v1
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Reservation, a tool to reduce the balking effect and the probability of delay

Benjamin Legros
Operations Research Letters, 2017, 45 (6), pp.592 - 597. ⟨10.1016/j.orl.2017.09.003⟩
Article dans une revue hal-01635313v1
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Optimal scheduling in call centers with a callback option

Benjamin Legros , Oualid Jouini , Ger Koole
Performance Evaluation, 2016, 95, pp.1-40. ⟨10.1016/j.peva.2015.09.002⟩
Article dans une revue hal-01265244v1
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A linear algebraic approach for the computation of sums of Erlang random variables

Benjamin Legros , Oualid Jouini
Applied Mathematical Modelling, 2015, 39, pp.4971-4977. ⟨10.1016/j.apm.2015.04.013⟩
Article dans une revue hal-01265198v1
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Adaptive threshold policies for multi-channel call centers

Benjamin Legros , Oualid Jouini , Ger Koole
IIE Transactions, 2015, 47, pp.414-430. ⟨10.1080/0740817X.2014.928965⟩
Article dans une revue hal-01198404v1
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A flexible architecture for call centers with skill-based routing

Benjamin Legros , Oualid Jouini , Yves Dallery
International Journal of Production Economics (IJPE), 2015, 159 (192-207), ⟨10.1016/j.ijpe.2014.09.025⟩
Article dans une revue hal-01265151v1
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A New Flexible Architecture for Call Centers with Skill-Based Routing

Benjamin Legros , Oualid Jouini , Yves Dallery
9th International Conference on Modeling, Optimization & SIMulation, Jun 2012, Bordeaux, France
Communication dans un congrès hal-00728557v1