This paper develops methods to determine appropriate staffing levels in call centers and other many-server queueing systems with time-varying arrival rates. The goal is to achieve targeted time-stable performance, even in the presence of significant time variation in the arrival rates. The main...

We study large-scale service systems with multiple customer classes and many statistically identical servers. The following question is addressed: How many servers are required (staffing) and how does one match them with customers (control) to minimize staffing cost, subject to class-level...