Associate-MIS,Customer Service

Job description

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