IDFC FIRST Bank – Associate MIS, Customer Service

Job Description

IDFC FIRST Bank is hiring for the position of Associate – MIS, Customer Service, offering an exciting opportunity for professionals who are passionate about analytics, workforce management, operational planning, and customer experience optimization. This role is part of the Customer Experience (CX) Analytics team and focuses on improving service efficiency through data-driven decision-making, forecasting, and resource planning. Based in Navi Mumbai, the position is ideal for individuals who enjoy working with large datasets, analyzing business trends, and contributing to the smooth functioning of customer service operations. As an Associate MIS, you will play a crucial role in ensuring that workforce requirements are accurately planned and aligned with customer demand across multiple service channels.

The role involves managing workforce management activities across customer contact centers, social media support channels, grievance resolution teams, and retail asset branches. Professionals in this position will be responsible for forecasting call volumes, creating staffing plans, monitoring resource utilization, and ensuring optimal workforce allocation. By analyzing historical performance data, occupancy rates, shrinkage patterns, and customer interaction trends, candidates will help improve operational efficiency and service quality. The position requires a strong analytical mindset, attention to detail, and the ability to generate actionable insights that support business objectives while enhancing customer satisfaction.

Beyond daily workforce planning responsibilities, the Associate MIS role offers exposure to process automation, business analytics, and strategic workforce optimization initiatives. Employees will work closely with multiple stakeholders across customer service, operations, and business functions to identify opportunities for improvement and support the expansion of new service verticals such as credit card operations. This position provides an excellent platform for professionals seeking careers in management information systems, workforce analytics, business intelligence, customer experience management, and banking operations. With increasing reliance on analytics-driven decision-making in financial services, this role offers significant learning and long-term career growth opportunities.

Roles & Responsibilities

1. Manage workforce management activities across customer service delivery channels, ensuring optimal staffing levels and efficient resource allocation.
2. Forecast customer interaction volumes and operational demand using historical data, business trends, and analytical models to support workforce planning.
3. Develop and publish accurate rostering schedules that align workforce availability with customer service requirements and business objectives.
4. Monitor resource utilization, identify workforce gaps, and recommend staffing adjustments to maintain operational efficiency and service quality.
5. Analyze shrinkage, occupancy, and productivity metrics to improve workforce performance and optimize resource utilization.
6. Support real-time adherence monitoring and workforce tracking activities to ensure compliance with planned schedules and operational requirements.
7. Generate workforce reports, dashboards, and management information summaries that support informed decision-making and operational planning.
8. Collaborate with customer service teams, operations leaders, and stakeholders to identify performance improvement opportunities and workforce challenges.
9. Contribute to workforce planning strategies for new business initiatives, products, and service verticals, including credit card operations.
10. Identify automation opportunities within workforce management processes and support the implementation of technology-driven efficiency improvements.
11. Maintain data accuracy and reporting consistency while ensuring workforce analytics processes comply with organizational standards.
12. Continuously evaluate workforce planning methodologies and recommend process enhancements that improve customer experience and operational effectiveness.

Requirements & Eligibility

1. Candidates should possess a graduate degree in any discipline from a recognized university, making the role open to professionals from diverse academic backgrounds.
2. Relevant experience in MIS, workforce management (WFM), customer service analytics, or contact center operations is preferred.
3. Strong analytical and quantitative skills are essential for forecasting demand, interpreting operational data, and supporting business decisions.
4. Proficiency in data analysis tools, reporting platforms, spreadsheets, and workforce management systems is highly desirable.
5. Understanding of workforce planning concepts such as forecasting, scheduling, occupancy analysis, shrinkage management, and resource optimization is preferred.
6. Excellent communication skills are required to collaborate effectively with stakeholders, operations teams, and business leaders.
7. Ability to manage multiple priorities, work under deadlines, and maintain accuracy while handling large volumes of operational data.
8. Knowledge of customer service operations, contact center environments, and customer experience metrics will be beneficial for success in this role.
9. Strong problem-solving and decision-making abilities are necessary for identifying operational challenges and recommending effective solutions.
10. Candidates should demonstrate a proactive approach toward process improvement, automation initiatives, and operational efficiency enhancement.

Expected Salary

The expected salary for an Associate MIS, Customer Service at IDFC FIRST Bank in Navi Mumbai generally ranges between ₹4 LPA and ₹8 LPA, depending on relevant experience, analytical capabilities, workforce management expertise, and overall performance during the hiring process. Candidates with prior exposure to MIS reporting, workforce planning, customer service analytics, or contact center operations may receive higher compensation packages. In addition to salary, employees gain valuable exposure to banking operations, business analytics, workforce optimization, and customer experience management within a leading private sector bank.

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