CX Coaching & Data Governance Lead

EXL Talent Acquisition Team; Pasay; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

EXL is seeking an MIS Executive to optimize data management and information flow, driving customer experience improvements within a high-volume contact center environment in Metro Manila.

The role emphasizes coaching, enablement, and collaboration with Operations and Quality to design and implement targeted interventions, ensuring measurable improvements in CSAT and service consistency.

Qualifications

• Bachelor’s degree required in a related field such as Business, Communications, Psychology or similar.
• 7–12+ years of experience in Contact Center operations, CX, Quality, Training, or Enablement roles.
• Proven track record in customer service excellence and soft-skills coaching.
• Experience partnering with operations leaders and influencing across functions.

Responsibilities

• Define and embed customer service standards aligned to client expectations and EXL CX frameworks.
• Strengthen agent and leader capabilities in empathy, communication, de-escalation, and ownership.
• Drive a consistent customer-first culture across teams and clusters.
• Coaching, Enablement & Behavioral Change to identify gaps and design targeted interventions.
• Analyze CSAT, VOC, and complaint themes to drive service improvements and calibrations.
• Partner with Training to refresh soft-skills content and onboarding materials.
• Establish governance around service quality improvement initiatives and track outcomes.

Skills

Coaching

CX Improvement

Emotional Intelligence

Stakeholder Influence

Facilitation

Education

Bachelor's degree

Job description

EXL is seeking an MIS Executive to optimize data management and information flow, driving customer experience improvements within a high-volume contact center environment in Metro Manila.

The role emphasizes coaching, enablement, and collaboration with Operations and Quality to design and implement targeted interventions, ensuring measurable improvements in CSAT and service consistency.