CX Enablement Manager (Coaching & Quality)

ExlService Holdings, Inc.; Philippines; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

EXL Service Holdings, Inc. is seeking a highly organized MIS Executive to optimize data management and information flow, ensuring accuracy and timely reporting across the organization.

The role emphasizes coaching, CX improvement, and governance of service quality initiatives. Responsibilities include embedding customer service standards, strengthening leader capabilities, and driving a customer-first culture.

Qualifications

• Bachelor's degree required; background in Business, Communications, Psychology, or related field preferred.
• 7–12+ years of experience in Contact Center operations, CX, Quality, Training, or Enablement roles.
• Strong proven experience in customer service excellence, soft-skills coaching, and CX improvement.
• 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.
• Design and execute targeted coaching interventions (1:1, group, and leader-led coaching).
• Support Team Leaders and Managers in becoming effective service coaches, not just performance managers.
• Ensure coaching actions translate into observable, sustained behavior change.
• Work closely with Quality teams to align quality frameworks and call evaluations with desired service behaviors.
• Analyze CSAT, VOC, and complaint themes to identify opportunities for service improvement.
• Translate insights into actionable service improvement plans for Operations.
• Support calibration sessions to reinforce consistent expectations around customer experience.
• Partner with Training teams to enhance soft-skills curriculum, refreshers, and onboarding content.
• Ensure learning programs are practical, role-specific, and behavior-focused.
• Support reinforcement plans post-training to avoid “one-and-done” learning.
• Establish governance around service quality improvement initiatives, including tracking progress and outcomes.
• Monitor effectiveness of interventions through measurable improvements in CSAT, quality soft-skill scores, and customer complaints.
• Continuously evolve service standards based on customer feedback and business needs.

Skills

Coaching

Facilitation

Communication

CX improvement

Influence without authority

Emotional intelligence

Fast-paced environments

Education

Bachelor's degree

Job description

EXL Service Holdings, Inc. is seeking a highly organized MIS Executive to optimize data management and information flow, ensuring accuracy and timely reporting across the organization.

The role emphasizes coaching, CX improvement, and governance of service quality initiatives. Responsibilities include embedding customer service standards, strengthening leader capabilities, and driving a customer-first culture.