Opportunity for optimizing the number of employees in the organization in direct customer-facing roles

The analysis of the number of human resources required in quantitative and qualitative aspects gives an answer to the question "how many and what kind of people are needed by the organization as a whole and by individual structural units for a certain period of time". For this purpose, management science offers three main approaches- method of expert assessment, method of direct calculations and method of mathematical modeling. Often underestimated and defined as difficult to implement in practice, the latter approach has an indisputable advantage, namely that with correct input information, it guarantees accurate results. In this paper, we will try to support this statement by constructing a model through which the minimum number of employees needed for customer service can be determined. The proposed model has been tested with numerical data.