About this role
Job Requirements
About the Role
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.
Key Responsibilities
Primary 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).
- Analyze shrinkage and occupancy trends to improve efficiency.
- Create forward-looking workforce plans using historical data and patterns.
Secondary Responsibilities
- Identify automation opportunities within WFM processes.
- Support workforce planning for new business verticals like Credit Cards.
What We Are Looking For
Education
- Graduate in any discipline from a recognized university.
Experience
- Relevant experience in MIS, WFM, or analytics within customer service or contact center environments.
Skills and Attributes
- 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.