Team Lead - Calling

DNA Growth

2 - 6 years

3 - 6 Lacs

Mohali S.A.S. Nagar

Posted:1 week ago| Platform:

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Skills Required

Administration Staffing Consulting Continuous improvement Financial modelling Service quality Operations Financial services CRM Auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

Job_Description":"

About us:

DNA Growth is a leading Financial Modelling & Financial Advisory Consulting firm specializing in financial modelling and valuations. We specialise in providing expert, complete financial solutions and services to firms worldwide. DNA Growth offers the most cost-effective, resourceful, and broad-ranging financial services for businesses.

Key Responsibilities
1. Team Supervision & Leadership

Supervise daily operations of the call handling team, ensuring productivity and service quality.
Allocate daily tasks and manage shift schedules to ensure adequate staffing and coverage.
Provide ongoing coaching, mentoring, and performance support to all team members.
Be the first point of contact for team queries and issue resolution.
Maintain a positive, accountable, and collaborative team culture.
2. Call Quality Monitoring & Feedback

Audit at least 35 calls per agent daily to ensure compliance with quality and process standards.

Monitor live calls regularly to assess call handling quality.

Provide constructive feedback and corrective training daily and weekly based on audit outcomes.

Maintain audit records and track improvements over time.
3. Training & Development

Conduct initial training for new team members and refresher training for existing staff.

Organize knowledge-sharing sessions to address common process gaps or updates.

Respond to team knowledge gaps proactively through targeted training and coaching.
4. Performance Monitoring & Reporting

Track and analyze individual and team performance metrics (KPIs), including attendance, adherence, productivity, and quality.

Prepare and share daily, weekly, and monthly performance reports with the Project Manager and leadership.

Discuss team performance weekly with the Project Manager .

Send advisory or warning emails to team members if required based on underperformance or repeated issues.

Conduct monthly performance review meetings with each team member.

Create and maintain a performance matrix to track improvements, goals, and gaps.
5. Client & Communication Management

Act as the communication bridge between the client and internal teams.

Manage escalations from both team and client sides professionally and efficiently.

Communicate process updates, client feedback, and policy changes to the team in a timely and clear manner.
6. Process Compliance & Oversight

Ensure compliance with client-specific protocols, GDPR, and internal confidentiality policies.

Oversee accurate documentation and updating of patient records and administrative actions.

Identify and suggest improvements to streamline operations and workflows.
7. Operational & Technical Readiness

Ensure team members are well-versed in client tools, CRM systems, and documentation protocols.

Promote continuous improvement in call quality, documentation accuracy, and customer satisfaction.
8. Personal Contribution

In addition to leadership responsibilities, the TL should handle at least 50 calls weekly to stay connected with the process and challenges.

Maintain flexibility with rotational shifts and dynamic workload demands.

Requirements Professionalism & Workplace Culture

Maintain a healthy working environment by demonstrating respect, integrity, and professionalism in all team interactions.

Promote a fair and performance-based culture avoid any form of favoritism or bias.

Refrain from taunting, personal remarks, or unfair targeting of any team member.

Do not encourage or tolerate any disrespectful, toxic, or politically incorrect behavior that singles out or harms individuals.

Foster inclusivity, support, and positive morale to ensure psychological safety and trust within the team.
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