Team Lead – Contact Center Operations

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: Bangalore

We are seeking an experienced Team Lead to act as a subject matter expert and escalation point within the Contact Center team. This role focuses on driving operational excellence, improving First Call Resolution (FCR), and ensuring high customer satisfaction through effective case handling. The ideal candidate has strong expertise in KPIs, a solutions-driven mindset, and the ability to influence and guide peers without formal authority.

Responsibilities:

• Act as the first escalation point for complex or high-impact customer cases, ensuring resolution with a strong focus on First Call Resolution (FCR).
• Partner with Team Leads and Managers to monitor and analyze contact center KPIs (CSAT, SLA adherence, AHT, FCR, productivity).
• Provide on-the-job guidance, process clarifications, and best-practice coaching to customer support specialists.
• Conduct quality checks and feedback sessions to identify gaps that impact FCR and customer satisfaction.
• Collaborate with Training and Quality teams to address common issues and support continuous improvement.
• Document and communicate solutions, process updates, and knowledge articles for wider team adoption.
• Drive efficiency initiatives that reduce repeat contacts and enhance service delivery.
• Lead by example in building a culture of accountability, collaboration, and exceptional customer service.

Key Skills Required:

• 5+ years’ experience in a contact center environment.
• 2+ years in a supervisory/team lead role.
• Strong leadership, coaching, and communication skills.
• Graduate degree or equivalent work experience.
• Proven track record of improving FCR (First Call Resolution) and handling complex cases.
• Knowledge and usage of ServiceNow for incident, request, and service management
• Strong understanding of KPI measurement and performance management in contact center operations. Experience with contact center tools, CRM systems, and reporting dashboards.
• Excellent communication, problem-solving, and decision-making skills.
• Ability to lead and influence peers without formal reporting lines.
• High level of ownership, accountability, and customer focus.

Preferred Qualifications:

• Exposure to international contact center operations.
• Knowledge of Lean Six Sigma/COPC or similar frameworks.

Privileges & Perquisites:

7-Eleven Global Solution Center

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