Amrin Satani (She/Her)
About Amrin Satani (She/Her)
Amrin Satani is a Workforce Planner and Real-Time Analyst at Unbounce, with over 4 years of experience in workforce management and call center operations.
Current Title and Role
Amrin Satani currently holds the position of Workforce Planner/Real-Time Analyst at Unbounce in Vancouver, British Columbia, Canada. In this role since 2021, she leverages her skills in analyzing and managing real-time call volumes to ensure service levels are met consistently. Her responsibilities include creating short and long-term schedules for multiple communication channels, maintaining daily work schedules, and resolving downtime and coverage demands in collaboration with various teams.
Education and Expertise
Amrin Satani has a robust educational background that contributes to her expertise in workforce management. She achieved a Personal Support Worker certificate from Durham College (2015-2016) and a Pre-Health Science Diploma from Fanshawe College (2012-2013). This educational foundation supports her analytical and operational skills in her current role as a Workforce Planner.
Background in Workforce Management
With over 4 years of experience in workforce management and call center operations, Amrin Satani is adept at maximizing productivity while ensuring a positive employee and customer experience. She is skilled in using tools such as Excel, PowerPoint, IEX, Avaya, CMS, Teams, and Outlook. Her analytical and forecasting abilities enable her to analyze KPIs and SLAs, thereby establishing effective goals and metrics.
Key Responsibilities
Amrin Satani's key responsibilities at Unbounce include monitoring agents' real-time schedule adherence and authorizing unplanned activities, analyzing call volume patterns to optimize work shifts, and ensuring service levels are met daily, weekly, and monthly. She collaborates with Supervisors and Managers to track planned and unplanned absences and manages schedules for training, meetings, and corporate events.
Skills and Tools
Amrin Satani is proficient in a variety of tools essential for workforce management. Her expertise includes Excel, PowerPoint, IEX, Avaya, CMS, Teams, and Outlook. She excels in analytical tasks, forecasting, scheduling, and effective communication. These skills are crucial in her role as a Workforce Planner/Real-Time Analyst, enabling her to manage real-time call volumes and optimize operational efficiency.