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
Choosing a digital partner is about more than capabilities — it’s about collaboration and character.
Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments.
At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations.
Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale.
Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact.
We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition.
At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward.
For more information, visit www.exlservice.com.
