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 recent 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

📌 Associate-MIS,Customer Service (Navi Mumbai)
🏢 IDFC FIRST Bank
📍 Navi Mumbai