About this role
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, visit www.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.
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