Lead Supervisor

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.