Management Information Systems 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.

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

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.