MIS Manager

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

We are seeking a highly organized and detail-oriented Management Information Systems (MIS) Executive to join our team. The ideal candidate will play a crucial role in optimizing data management and information flow within the organization, ensuring accuracy, efficiency, and timely reporting.

Responsibilities

Define and embed customer service standards aligned to client expectations and EXL CX frameworks.

Strengthen agent and leader capabilities in:

• Empathy and active listening
• Communication clarity and tone
• De‑escalation and difficult conversation handling
• Ownership and resolution mindset

Drive a consistent customer‑first culture across teams and clusters.

Coaching, Enablement & Behavioral Change

Partner with Operations and Quality to identify soft‑skill gaps impacting customer experience.

• 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.

Quality, CSAT & CX Alignment

• 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.

Training & Capability Development

• 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.

Governance & Continuous Improvement

• 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.

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.

• Strong coaching and facilitation skills
• Deep understanding of contact center customer journeys
• Ability to influence behavior without direct authority
• High emotional intelligence and communication effectiveness
• Comfortable working in fast‑paced, high‑volume environments

About Us

EXL (NASDAQ: EXLS) is a leading data analytics and digital operations and solutions company. We partner with clients using a data and AI-led approach to reinvent business models, drive better business outcomes and unlock growth with speed. EXL harnesses the power of data, analytics, AI, and deep industry knowledge to transform operations for the world’s leading corporations in industries including insurance, healthcare, banking and financial services, media and retail, among others. EXL was founded in 1999 with the core values of innovation, collaboration, excellence, integrity and respect. We are headquartered in New York and have more than 54,000 employees spanning six continents. For more information, visitwww.exlservice.com .

EXL never requires or asks for fees/payments or credit card or bank details during any phase of the recruitment or hiring process and has not authorized any agencies or partners to collect any fee or payment from prospective candidates. EXL will only extend a job offer after a candidate has gone through a formal interview process with members of EXL’s Human Resources team, as well as our hiring managers.