Associate-MIS,Customer Service

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. This role is ideal for someone who enjoys working with data, forecasting demand, and driving operational efficiency through smart analytics and automation.

Key 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.
• Identify automation opportunities within WFM processes.
• Support workforce planning for new business verticals like Credit Cards.

Qualifications

• Graduate in any discipline from a recognized university.
• 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.