Team lead Call Handler

About us:

DNA Growth is a leading professional services firm specializing in offering business planning and virtual CFO solutions to startup and mid-enterprise clientele in North America and the MENA region. We combine people, processes, and tech to empower our client’s growth and success.

Job Title: Team Lead – Call Handler (UK Healthcare Process)

Location: Mohali (Work from Office)

Shift Timing: Rotational Shifts & Rotational Working Days

Website: www.dnagrowth.com

We are seeking an experienced and dedicated Team Lead – Call Handler for a UK-based healthcare process. The ideal candidate should have prior healthcare voice process experience, strong leadership skills, and excellent communication abilities.

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 continuous coaching, mentoring, and performance support to team members.
• Act as the first point of contact for team queries and issue resolution.
• Foster a positive, accountable, and collaborative team culture.

• Audit 3–5 calls per agent daily to ensure compliance with quality and healthcare process standards.
• Monitor live calls to assess call handling quality and patient interaction.
• Provide daily and weekly feedback with corrective training based on audit outcomes.
• Maintain audit records and track quality improvements.

• Conduct initial training for new joiners and refresher training for existing staff.
• Organize knowledge-sharing sessions related to healthcare workflows, compliance, and updates.
• Address process and knowledge gaps through targeted coaching.

• Track individual and team KPIs including attendance, adherence, productivity, and quality.
• Share daily, weekly, and monthly performance reports with the Project Manager and leadership.
• Conduct weekly performance discussions with the Project Manager.
• Issue advisory or warning communications where required.
• Conduct monthly performance reviews and maintain a performance matrix.

• Act as a communication bridge between the UK client and internal teams.
• Handle escalations from team members and the client professionally.
• Communicate process updates, client feedback, and policy changes promptly.

• Ensure strict adherence to healthcare protocols, GDPR, and confidentiality standards.
• Oversee accurate documentation and updating of patient records.
• Identify opportunities for process improvement.

• Ensure team proficiency in healthcare CRMs, tools, and documentation systems.
• Promote continuous improvement in call quality, documentation accuracy, and patient satisfaction.

• Handle at least 50 calls weekly to remain aligned with the process and challenges.
• Maintain flexibility to work rotational shifts and manage dynamic workloads.