Danny Lasek

Contact Centre Manager @We Are Group

Coventry, GB

I am responsible for managing, leading, and developing a team of 45 agents across 7 highly vulnerable contracts with government services, housing associations, financial services and utilities. My role includes directly overseeing 3 Team Leaders and 1 Quality Assurance and Safeguarding Lead, ensuring that all team members perform at their best and grow professionally. I collaborate closely with the Team Leaders to drive operational excellence and with the Quality Assurance Lead to enforce and monitor compliance with essential safeguarding standards across all contracts.I report directly to the COO, providing strategic insights and updates to support high level decisions and ensure that goals are met.• Introduced a new Quality Assurance framework, resulting in higher service quality and fewer errors• Outstanding mystery shop results over the past three quarters• Managed the launch of two new contracts, ensuring smooth implementation and client satisfaction• Directed the transition to a new CRM system, improving operational efficiency and customer data management• Led the implementation of a new omni-channel telephone system, enhancing communication across various platforms and improving team connectivity• Achieved over a 20% increase in referrals and bookings, driving significant business growth• Maintained low staff turnover, fostering a stable and supportive work environment• Developed multiple agents and Team Leaders, facilitating their promotion and growth• Spoke with our CEO and Lloyds Banking Group in Parliament, discussing the diversity poverty divide and ways to improve it• Shortlisted for Contact Centre Manager of the Year at the UKCCNA 2024I am proud to have led my team to achieve a \"Highly Commended\" recognition at the UK Contact Centre National Awards 2024 for Supporting Vulnerable Customers. This accolade reflects our commitment to excellence, teamwork, and outstanding service delivery.