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Number of documents

21

CURRICULUM VITAE


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.


Journal articles17 documents

Conference papers1 document

  • Benjamin Legros, Oualid Jouini, Yves Dallery. A New Flexible Architecture for Call Centers with Skill-Based Routing. 9th International Conference on Modeling, Optimization & SIMulation, Jun 2012, Bordeaux, France. ⟨hal-00728557⟩

Books2 documents

  • Benjamin Legros. Mini-Manuel de Mathématiques Financières. DUNOD, 2011, 2100559613. ⟨hal-01197070⟩
  • Benjamin Legros. Mini-Manuel de Mathématiques pour la Gestion. 2011. ⟨hal-01197077⟩

Theses1 document