Benjamin Legros
29
Documents
Presentation
**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
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A New Flexible Architecture for Call Centers with Skill-Based Routing9th International Conference on Modeling, Optimization & SIMulation, Jun 2012, Bordeaux, France
Conference papers
hal-00728557v1
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Mini-Manuel de Mathématiques pour la Gestion2011
Books
hal-01197077v1
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Mini-Manuel de Mathématiques FinancièresDUNOD, 2011, 2100559613
Books
hal-01197070v1
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Optimization of multi-channel and multi-skill call centersOther. Ecole Centrale Paris, 2013. English. ⟨NNT : 2013ECAP0072⟩
Theses
tel-00997410v1
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