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Associate-MIS,Customer Service at IDFC FIRST Bank — Navi Mumbai

Experience2–5 yrs
SalaryNot disclosed
Work modeunknown
Levelmid
Posted12 Sept 2026

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About IDFC FIRST Bank

IDFC FIRST Bank is hiring in Navi Mumbai in financial services. This role looks for around 2+ years of experience.

The role

Mid-level Associate in customer experience (CX) analytics at IDFC First Bank, managing workforce planning and optimization across multiple service channels. You forecast call volumes, publish rostering requirements, analyze shrinkage and occupancy trends, and drive operational efficiency using workforce management (WFM) analytics. Skills include workforce management (WFM), forecasting, workforce planning, MIS reporting, and customer service operations; requires experience in MIS/WFM/analytics within contact center environments. Based in Mumbai/Navi Mumbai, Maharashtra, India, with work mode not specified.

Full 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