Customer Support Team Lead

Why Join 7-Eleven Global Solution Center?

When you join us, you'll embrace ownership as teams within specific product areas take responsibility for end to-end solution delivery, supporting local teams and integrating new digital assets. Challenge yourself by contributing to products deployed across our extensive network of convenience stores, processing over a billion transactions annually. Build solutions for scale, addressing the diverse needs of our 84,000+ stores in 19 countries.

Experience growth through cross-functional learning, encouraged and applauded at 7-Eleven GSC. With our size, stability, and resources, you can navigate a rewarding career. Embody leadership and service as 7-Eleven GSC remains dedicated to meeting the needs of customers and communities.

Why We Exist, Our Purpose and Our Transformation?

7-Eleven is dedicated to being a customer-centric, digitally empowered organization that seamlessly integrates our physical stores with digital offerings. Our goal is to redefine convenience by consistently providing top notch customer experiences and solutions in a rapidly evolving consumer landscape. Anticipating customer preferences, we create and implement platforms that empower customers to shop, pay, and access products and services according to their preferences.

To achieve success, we are driving a cultural shift anchored in leadership principles, supported by the realignment of organizational resources and processes.

At 7-Eleven we are guided by our Leadership Principles. Each principle has a defined set of behaviours which help guide the 7-Eleven GSC team to Serve Customers and Support Stores.

1. Be Customer Obsessed

2. Be Courageous with Your Point of View

3. Challenge the Status Quo

4. Act Like an Entrepreneur 5. Have an “It Can Be Done” Attitude

6. Do the Right Thing

7. Be Accountable

About This Opportunity

Job Title: Supervisor II- TSC

Location: Bangalore

Job Summary:

Team Lead – Contact Center Operations

Role Purpose: Supervise a team of support specialists, ensuring adherence to SLAs and achievement of performance metrics. Act as a point of escalation and drive continuous improvement.

Key Responsibilities:

• Manage day-to-day operations of the support team.

• Monitor performance, provide feedback, and conduct coaching sessions.

• Analyze KPIs (AHT, CSAT, FCR, adherence) and report to management.

• Handle escalated customer issues.

• Partner with the manager to optimize staffing, training, and process improvements.

Requirements:

• 5+ years in a contact center environment, with at least 2 years in a supervisory role.

• Strong people management & analytical skills.

• Experience with contact center tools & reporting dashboards.

Privileges & Perquisites:

7-Eleven Global Solution Center offers a comprehensive benefits plan tailored to meet the needs and improve the overall experience of our employees, aiding in the management of both their professional and personal aspects.

Work-Life Balance: Encouraging employees to unwind, recharge, and find balance, we offer flexible and hybrid work schedules along with diverse leave options. Supplementary allowances and compensatory days off are provided for specific work demands.

Well-Being & Family Protection: Comprehensive medical coverage for spouses, children, and parents/in laws, with voluntary top-up plans, OPD coverage, day care services, and access to health coaches. Additionally, an Employee Assistance Program with free, unbiased and confidential expert consultations for personal and professional issues.

Wheels and Meals: Free transportation and cafeteria facilities with diverse menu options including breakfast, lunch, snacks, and beverages, customizable and health-conscious choices. Certification &

Training Program: Sponsored training for specialized certifications. Investment in employee development through labs and learning platforms.

Hassel free Relocation: Support and reimbursement for newly hired employees relocating to Bangalore, India.

7-Eleven Global Solution Center is an Equal Opportunity Employer committed to diversity in the workplace. Our strategy focuses on three core pillars – workplace culture, diverse talent and how we show up in the communities we serve. As the recognized leader in convenience, the 7-Eleven family of brands embraces diversity, equity and inclusion (DE+I).

It’s not only the right thing to do for customers, Franchisees and employees—it’s a business imperative.