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.