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All Journal JOIV : International Journal on Informatics Visualization JRSI (Jurnal Rekayasa Sistem dan Industri) Syntax Literate: Jurnal Ilmiah Indonesia Jurnal Teknik Industri: Jurnal Keilmuan dan Aplikasi Teknik Industri Kaizen : Management Systems and Industrial Engineering Journal IJIES (International Journal of Innovation in Enterprise System) Charity : Jurnal Pengabdian Masyarakat Prosiding Konferensi Nasional PKM-CSR eProceedings of Engineering Community Service Seminar and Community Engagement (COSECANT) Ranah Research : Journal of Multidisciplinary Research and Development
Dida Diah Damayanti
Telkom Unviersity
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Journal : Syntax Literate: Jurnal Ilmiah Indonesia

 1 
Modeling Kebijakan Staffing, Cross-Training, Tour Scheduling, dan Assignment it Support Contact Center dengan Mempertimbangkan Skill Set Hasna Nurhasanah; Dida Diah Damayanti; Mohammad Deni Akbar
Syntax Literate Jurnal Ilmiah Indonesia
Publisher : Syntax Corporation

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.36418/syntax-literate.v8i9.13567

Abstract

Scheduling is an important activity to allocate existing resources so that a company can be more optimal. With good scheduling a company can do work effectively and can even make efficiency. Contact center is the central point or center of interaction between the company and customers managed by a company. The contact center plays a role in recognizing opportunities by collecting as much customer information as possible, making sales, and retaining customers. However, the contact center can only play an active role if it is complemented by the role of IT support which functions to choose the right technology, implement it correctly, and then maximize it from day to day. The success of the IT support division determines the success of the contact center as a whole. In this research, a procedure algorithm was developed to model staffing policies, cross-training, tour scheduling, and assignment of IT support contact centers by considering skill sets. This procedure algorithm starts by identifying demand needs for each skill, existing personnel capabilities, and preparing work schedules according to the efficiency of each personnel. The planning horizon used in this research is 1 week. Based on the PT XYZ case study, this algorithm provides benefits in terms of cost and fairness of schedule distribution for employees.
Co-Authors Addini, Haya Anuaryska Adi Tri Juliansyah Agus Kusnayat Aldwyn Hazaghi Andika Prayoga Sujana Andika Prayoga Sujana, Andika Prayoga Angela Merici Dinda Anggun Kharisma Putri Anissa Wulandari Anissa Wulandari, Anissa Annisa Salma Hanifah Arfan, Zidnie Ayudita Oktafiani Bagja Satiaraharja Budi Santosa Budi Santosa Budi Santosa David Simangunsong Decky Ridho Sahertian Delva Gestio Denny Darlis Denny Sukma Eka Atmaja Destaria Madya Verawaty Destaria Madya Verawaty Destaria Madya Verawaty, Destaria Madya Dinnurillah Febryanti Dino Caesaron Efrata Denny Saputra Yunus Endang Budiasih Erlangga Bayu Setyawan Evita Rengganis Fadiah Shabrina Winarno Fatia Mulyahati Yunus Fitra Hananto Fransiskus Tatas Dwi Atmaji Ghiyats Nur Syafiq Abdul Qadir Gilang Akbar Riyadi Gusti Ayu Dwitya Sari Hadiyan Fathur Rahman Haris Rachmat Harly Mifta Nurfala Hasna Nurhasanah Husni Amani Ilham Maulana Hakim Inaya Izzati Irfandi Juliansyah Jeremy Ray Cristian Kemas Muslim Lhaksmana Liliana Liliana M Rifky Vidiarta M. Taufiq Herdikatama Maya Putri Arumsari Maya Putri Arumsari Maya Putri Arumsari, Maya Putri Meldi Rendra Mira Rahayu Mohammad Deni Akbar Muflih Hafidz Danurhadi Muhammad Hilman Kusnawan Muhammad Naufal Amanullah Murman Dwi Praseti Murni Dwi Astuti Nadhifah Aqilah Nugraha Nadya Nadya Nia Novitasari Nurul Farhana Nurul Hidayati Ony Azwida Sari Prafajar Suksessanno Muttaqin Pratya Poeri Suryadhini Putu Ayu Anggrasari Wirawardani Rahadian, Bagus Rahayu Novita Tanzil Rahma Sabrina Latifani Rahma Ulimanda Yulinasari Rahmatya Dwi Arini Rahadina Ratna Wulan Sari Ratna Wulan Sari Rd. Rohmat Saedudin Rifa Rizka Anisah Rino Andias Anugraha Sandhika, Preity Shinta Adriana Sari, Nilam Putri Saskia Puspa Kenaka Seto Sumargo Tengku Khalida Zia Giovanny Thamara Thamara Tony Iqbal Rahmadika Tri Widarmanti Tyara Silva Sagita Umarella, Rafif Fadhlurrahman Valdy Septyano Vita Ardiana Sari Vita Ardiana Sari Vita Ardiana Sari, Vita Ardiana Wening Ayomi Dhara Setyani Widia Juliani Widia Juliani Widia Juliani Wirandy Fajar Saputra Yossy Meidy Wijaya Yossy Meidy Wijaya Yusuf Nugroho Doyo Yekti