Senior Manager Contact Center

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.

Leadership Principles

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:

Location:

We are seeking an experienced Senior Manager – Contact Center operations who would be responsible for the full spectrum of operations within the GSC Contact Centre, ensuring exceptional service delivery and operational efficiency. A central focus will be driving performance improvement through data analysis, strategic initiatives, and stakeholder collaboration. The successful candidate will deliver seamless contact centre operations aligned with organizational standards, customer expectations, and business objectives.

Responsibilities:

• Lead end-to-end contact centre operations, managing resources and processes to meet service quality and efficiency targets.
• Develop and execute effective workforce plans, ensuring adequate headcount, skill mix, and scheduling for fluctuating business demands.
• Oversee vendor relationships and performance, ensuring outsourced providers consistently meet contractual obligations and company standards.
• Maintain strict process compliance, ensuring all team members and vendors adhere to business policies, regulatory requirements, and industry best practices.
• Own training programs, quality assurance initiatives, and comprehensive performance review mechanisms to develop team capabilities and uphold high service standards.
• Continuously analyze performance metrics, identify opportunities for improvement, and implement initiatives to enhance productivity, quality, and customer satisfaction.
• Collaborate with internal teams and stakeholders to align contact centre strategy with broader business goals.

Key Skills Required:

• Proven expertise in service desk and helpdesk operations
• Knowledge of enterprise technology and store support functions
• Knowledge and usage of ServiceNow for incident, request, and service management
• Strong experience in driving first call resolution and customer satisfaction
• Proficiency with contact centre technologies and reporting tools
• Excellent vendor management, relationship-building, and cross-functional collaboration
• Analytical mindset with a focus on data-driven decision making
• Ability to design and implement training, quality, and performance review programs

Qualifications:

• Bachelor’s degree in business administration, Management, Information Technology, or a related field
• Relevant certifications in contact centre management, IT service management (e.g., ITIL), or vendor management are a plus
• Overall 12+ years’ experience and minimum 5-7 years of progressively responsible experience in contact centre or related operations
• Demonstrated leadership and team management skills
• Strong stakeholder management & analytical skills.

Privileges & Perquisites:

7-Eleven Global Solution Center

Work-Life Balance:

Well-Being & Family Protection:

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Hassel free Relocation: