Associate - MIS, Customer Service

About the Role

The Associate in MIS for Customer Service at IDFC First Bank will be a key part of the Customer Experience Analytics team, focusing on workforce management and optimization across various customer service channels including CDC, Social Media, GRD, and Retail Asset Branches. This position is based in Navi Mumbai and is suited for individuals passionate about leveraging data, forecasting call volumes, and improving operational processes through analytical insights and automation.

Responsibilities

• Oversee workforce management activities for multiple service channels ensuring alignment with business needs.
• Forecast incoming call volumes accurately and prepare precise staff scheduling plans.
• Detect workforce shortages and aid in maintaining Real-Time Adherence to schedules.
• Evaluate shrinkage rates and occupancy metrics to identify areas for enhancing efficiency.
• Develop proactive workforce planning using insights drawn from historical patterns and data trends.
• Spot opportunities to automate WFM processes to streamline operations.
• Assist in workforce planning efforts for emerging business verticals such as Credit Cards.

Required Qualifications & Skills

• Minimum of 2 to 5 years’ experience in MIS, workforce management, or analytics, preferably within customer service or call center environments.
• Strong analytical capabilities and expertise in demand forecasting.
• Proficiency with data analysis tools and reporting platforms.
• Excellent interpersonal and communication skills to effectively work with multiple stakeholders.
• Solid understanding of customer service operations and established workforce planning methodologies.
• Educational background including Bachelor’s degrees in Commerce, Science, Arts, Business & Insurance, or Management Studies. Post-graduation in MBA, M.Com, or M.A is also acceptable.