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.
- Solid 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
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