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.

- Be Customer Obsessed
- Be Courageous with Your Point of View
- Challenge the Status Quo
- Act Like an Entrepreneur
- Have an “It Can Be Done” Attitude
- Do the Right Thing
- Be Accountable

Job Title: Supervisor I- TSC

· Manage day-to-day operations of the Technical Support Center.





· Lead and supervise a team of 20+ technical support associates.

· Ensure 24/7 support coverage and operational continuity.

· Handle international inbound and outbound technical support calls.

· Lead major incident management and critical issue resolution.

· Monitor team performance and provide coaching and feedback.

· Analyse and report KPIs including AHT, CSAT, FCR, and Adherence.

· Ensure compliance with Service Level Agreements (SLAs) and TATs.

· Diagnose and resolve hardware, software, browser, and application issues.

· Queue Management and Monitoring for Priority Setting.

· Provide technical support to stores via phone, chat, and remote support tools.

· Manage customer and store escalations effectively.

· Collaborate with stakeholders and cross-functional teams to improve service delivery.

· Present technical findings and operational updates to management.

· Drive process improvement and operational excellence initiatives.

· Support workforce planning, scheduling, and resource management.

· Maintain high standards of 7Eleven Store and technical support.

· Participate in on-call rotations and flexible work schedules as required.

· Ensure adherence to ITIL best practices and incident management processes.

· Create and maintain operational reports and performance dashboards.

Requirements

· 10+ years of experience in a Technical Support Center setting, Minimum 5+ years of team leadership or supervisory experience.

· Experience with Service Now,



Jira and Networking tools like Juniper and Aruba, DEX, POS, Service delivery operations.

· Experience managing teams in a 24/7 support environment.

· Solid understanding of computer networks, operating systems, and basic troubleshooting.

· Strong stakeholder management and cross-functional collaboration skills.

· Knowledge of support tools, reporting dashboards, and ticketing systems.

· ITIL V3/V4 Practitioner certification added advantage.

· Willingness to work from the office 5 days a week in a 24/7 support environment.

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.

Top of Form

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.

📌 Supervisor I-TSC (Bengaluru)
🏢 Eleven
📍 Bengaluru