Job title: Channel Head - (TRM)
Location: New Delhi
Reports to: Head- Customer Service, Alternate Channels
Job Description
Channel Head - (TRM) will be responsible for driving end-to-end strategy, transformation, and growth of the tele-led customer engagement and revenue channel. This role will own P&L for the TRM channel and lead large-scale teams to deliver best-in-class customer experience, sales outcomes, and operational excellence.
A critical aspect of this role is to leverage AI, automation, and data analytics to transform traditional tele-calling into a next-generation, insight-driven customer engagement engine.
Strategic Leadership & Business Ownership
- Define and lead the long-term vision and strategy for the TRM channel aligned with organizational growth objectives
- Own P&L for the tele-sales and customer engagement channel
- Identify emerging opportunities to scale revenue through digital-assisted tele-sales and hybrid engagement models
- Act as a key member of the leadership team, contributing to enterprise-wide growth and customer strategy
AI-Led Channel Transformation
- Drive adoption of AI-powered tools such as:
- Predictive lead scoring and prioritization
- Intelligent diallers and conversation analytics
- AI-driven recommendation engines for cross-sell/upsell
- Speech analytics for quality monitoring and sentiment analysis
- Partner with Data Science and Tech teams to build next-gen TRM capabilities (chatbots, voice bots, co-pilots for agents)
- Use AI insights to improve conversion rates, agent productivity, and personalization at scale
- Champion a data-first culture across the TRM organization
Revenue Growth & Customer Lifecycle Management
- Drive acquisition, retention, cross-sell, and upsell via the tele channel
- Design data-driven campaigns to maximize customer lifetime value (CLTV)
- Optimize funnel metrics including connect rates, conversions, revenue per agent, and cost per acquisition
- Collaborate with Marketing, Product, and Digital teams to execute integrated customer journeys
Large-Scale Team Leadership
- Lead and scale a high-performing team of TRMs, team leaders, and managers
- Build leadership depth, succession planning, and talent development frameworks
- Drive a culture of performance, continuous learning, and innovation
- Implement structured coaching and capability-building initiatives
Customer Experience & Quality Excellence
- Establish TRM as a customer-centric engagement channel delivering superior experiences
- Leverage AI-driven quality monitoring and real-time coaching tools
- Improve NPS/CSAT through personalized and contextual conversations
- Ensure strict adherence to compliance, regulatory, and quality standards
Operational Excellence & Digital Enablement
- Drive efficiency using automation, CRM optimization, and workflow digitization
- Implement smart workforce planning using predictive analytics
- Continuously improve call scripts, engagement strategies, and operational playbooks
- Build scalable processes to support rapid growth and evolving business needs
Stakeholder & Ecosystem Management
- Partner with Sales, Marketing, Product, Analytics, and Technology teams to drive outcomes
- Influence senior stakeholders with data-backed insights and performance dashboards
- Manage external vendors, telephony partners, and technology providers
Act as the voice of the TRM channel in leadership forums
Education
MBA / PGDM in Finance or Marketing (Tier 1 / Tier 2 preferred)
Work Experience
- 12–18 years of experience in Tele Sales / Inside Sales / Customer Engagement / Contact Center leadership
- Proven track record of managing large-scale teams and revenue ownership
- Experience in BFSI, fintech, telecom, e-commerce, or high-growth consumer businesses
- Demonstrated experience in digital transformation or AI-led initiatives
Desired Behavioral / Functional Traits
- Strategic thinking with strong business and financial acumen
- Deep expertise in tele-sales and customer lifecycle management
- Strong understanding of AI/ML applications in customer engagement
- Exceptional leadership and stakeholder management skills
- Data-driven decision-making and problem-solving mindset
Ability to drive large-scale transformation and change management
