UCL Management Science and Innovation

Rouba Ibrahim

Assistant Professor (Lecturer)
Phone number
(0)20 7679 3278
(internal 33278)
Office location
Engineering Front Building
Rm 4.04


Before joining UCL, Rouba held postdoctoral positions at the University of Montreal and McGill University. She has a doctoral degree from the department of Industrial Engineering and Operations Research of Columbia University (2010), which was supervised by Professor Ward Whitt.


Rouba‚Äôs research interests lie in stochastic modelling applications to service systems, especially call centers and healthcare systems. In particular, she is interested in applying queueing-theoretic methods and numerical tools, such as simulation modelling and data analysis, to problems relating to the operational management of service systems. 

Research projects

Delay announcements in service systems

This project studies effective ways of announcing delays to incoming customers, as is commonly done in call centers or hospitals.

Data analytics in service systems

We analyse call center data from a major telecom company and propose new call arrival models which improve the management of the system.
Selected publications
Ibrahim, R., & L'Ecuyer, P. (2013). Forecasting call center arrivals: Fixed-effects, mixed-effects, and bivariate models. Manufacturing and Service Operations Management, 15 (1), 72-85. doi:10.1287/msom.1120.0405
Ibrahim, R., & Whitt, W. (2009). Real-Time Delay Estimation in Overloaded Multiserver Queues with Abandonments. Management Science, 55, 1729-1742. doi:10.1287/mnsc.1090.1041