Team Lead - Calling

DNA Growth Pvt Ltd; Sahibzada Ajit Singh Nagar; On-site; INR 500,000 - 800,000; Full time

Job summary

DNA Growth Pvt Ltd in Sahibzada Ajit Singh Nagar, India, is looking for a Team Leader to supervise daily call center operations. The ideal candidate will ensure service quality, provide training, and maintain communication between clients and teams. Responsibilities include monitoring call quality, analyzing performance metrics, and fostering a positive work culture. This role requires proven experience in team management and the ability to handle escalations efficiently. Join us to be part of a leading financial advisory firm and help manage our dedicated team.

Qualifications

• Proven leadership in a call center or similar environment.
• Ability to analyze performance metrics and report findings.
• Experience in training and developing team members.

Responsibilities

• Supervise daily operations of the call handling team.
• Conduct training for new and existing staff.
• Maintain compliance with client-specific protocols.
• Track and analyze team performance metrics.

Skills

Leadership

Team Management

Call Quality Monitoring

Communication

Performance Analysis

Job description

Overview

S.A.S.Nagar (Mohali), India | Posted on 06/05/2025

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

• 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.

Call Quality Monitoring & Feedback

• Audit at least 3–5 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.

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.

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.

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.

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.

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.

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.