Dr. Sergey Zeltyn

General Information

Sergey Zeltyn received his Ph.D. and M.Sc. degrees in Technion. He has B.A. in Applied Mathematics from Moscow Institute of Electronics and Mathematics. His Ph.D. was completed under supervision of Professor Avishai Mandelbaum and focused, theoretically, on queueing systems with impatient customers and, practically, on staffing problems in call centers. Ongoing research interests of Sergey are in the field of queueing theory and real-data analysis.

Sergey participates in development of Service Engineering course in Technion and taught a mini-course on the subject in the Wharton Business School, Philadelphia, jointly with Professor Larry Brown.

Research Summary

The main research interests of Sergey Zeltyn are in the queueing theory and its applications to service systems, such as call centers. Real-data statistical analysis is used in order to support theoretical conclusions.

In the series of papers that originated from his Ph.D. thesis Sergey promotes application of queueing models that take into account customers' impatience. In this research, staffing rules-of-thumb that can be very useful for call center managers were developed and supported, both theoretically and practically. As an example, Sergey explored the so-called QED (Quality and Efficiency-Driven) staffing regime that enables combination of high operational efficiency and service quality. Other research directions pursued by Sergey include cost analysis in call centers and a study of queueing systems with uncertain arrival rate.

Current Research Projects

Selected Publications