Team Lead - Calling

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

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  Supervise daily operations of the call handling team, ensuring productivity and service quality.

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  Allocate daily tasks and manage shift schedules to ensure adequate staffing and coverage.

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  Provide ongoing coaching, mentoring, and performance support to all team members.

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  Be the first point of contact for team queries and issue resolution.

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  Maintain a positive, accountable, and collaborative team culture.

2. Call Quality Monitoring & Feedback

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  Audit at least 3–5 calls per agent daily to ensure compliance with quality and process standards.

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  Monitor live calls regularly to assess call handling quality.

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

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  Maintain audit records and track improvements over time.

3. Training & Development

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

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

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  Respond to team knowledge gaps proactively through targeted training and coaching.

4. Performance Monitoring & Reporting

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

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

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  Discuss team performance weekly with the Project Manager.

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

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  Conduct monthly performance review meetings with each team member.

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  Create and maintain a performance matrix to track improvements, goals, and gaps.

5. Client & Communication Management

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

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

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  Communicate process updates, client feedback, and policy changes to the team in a timely and clear manner.

6. Process Compliance & Oversight

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

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

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  Identify and suggest improvements to streamline operations and workflows.

7. Operational & Technical Readiness

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

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

8. Personal Contribution

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

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  Maintain flexibility with rotational shifts and dynamic workload demands.

Requirements

Professionalism & Workplace Culture

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

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

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

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