Associate-MIS,Customer Service

Job Requirements

Job Title: Associate-MIS,Customer Service

Department/Function: Customer Experience

Job Purpose

As an Associate – MIS, Customer Service at IDFC First Bank, you’ll be at the core of our Customer Experience (CX) Analytics team, managing workforce planning and optimization across multiple service channels. Based in Mumbai/Navi Mumbai, this role is ideal for someone who enjoys working with data, forecasting demand, and driving operational efficiency through smart analytics and automation.

Role And Responsibilities

• Manage Workforce Management (WFM) functions across CDC, Social Media, GRD, and Retail Asset Branches.
• Forecast call volumes and publish accurate rostering requirements.
• Identify resource gaps and support Real-Time Adherence (RTA).
• Analyse shrinkage and occupancy trends to improve efficiency.
• Create forward-looking workforce plans using historical data and patterns.
• Identify automation opportunities within WFM processes.
• Support workforce planning for new business verticals like Credit Cards.
• Relevant experience in MIS, WFM, or analytics within customer service or contact center environments.
• Strong analytical and forecasting skills.
• Proficiency in data tools and reporting systems.
• Excellent communication and collaboration abilities.
• Ability to manage multiple stakeholders and drive efficiency.
• Knowledge of customer service operations and workforce planning best practices.

Educational Qualifications:

Graduation: Bachelor of Commerce (B.com) / Bachelor of Science (B.Sc) / Bachelor of Arts (BA) / Bachelor of Business & Insurance (BBI) / Bachelor of Management Studies (BMS)

Post-Graduation: Master of Business Administration (MBA) / Master of Commerce (M.com) / Master of Arts (MA)

Experience: 2 - 5 years of relevant experience