Job Title: Supervisor I- TSC Job Description:

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 environment, 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.

Pay: Up to ₹1,400,000.00 per month

Perks:

- Food provided
- Health insurance
- Provident Fund

Work Location: In person

📌 Lead Supervisor (Bengaluru)
🏢 Recruise: Executive Search and Talent Advisory
📍 Bengaluru