MIS Manager

EXL; Philippines; On-site; PHP 669,600 - 1,004,400; Full time

Job summary

EXL in the Philippines is looking for a Management Information Systems (MIS) Executive to optimize data management and information flow within the organization. This role requires a strong focus on customer service excellence and involves defining service standards, coaching teams, and aligning quality frameworks.

The ideal candidate has a bachelor’s degree, 7-12+ years of relevant experience, and strong skills in coaching and CX improvement. Join us to drive a customer-first culture across our teams!

Qualifications

• 7-12+ years of experience in Contact Center operations, CX, Quality, Training, or Enablement roles.
• Strong proven experience in customer service excellence and soft-skill coaching.
• Ability to influence behavior without direct authority.

Responsibilities

• Define and embed customer service standards aligned to client expectations.
• Partner with Operations and Quality to identify soft-skill gaps.
• Analyze CSAT, VOC, and complaint themes for service improvement.

Skills

Customer service excellence

Soft-skill coaching

CX improvement

Communication effectiveness

Emotional intelligence

Education

Bachelor’s degree in Business, Communications, Psychology, or related field

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‑skill 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‑skill 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.