MIS Manager

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.

Customer Service & Soft Skills Excellence

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.
• 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.

Key Skills & Competencies

• 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