Eva Hattingh

Background

About Eva Hattingh

NATIONAL CONTACT CENTRE LEADER : Proven experience in setting-up, mobilising and integrating multi-site contact centre operations into large organisations. Building high performance functions, embedding processes (ways of working; service design) and implementing large-scale operations, through the end-to-end delivery of major £multi-million NHS England contracts managing 2.1 million calls per annum.UK CONTACT CENTRE STRATEGY & ROADMAP: Collaboration with Senior Leadership Teams, NHS England, Clinical Commissioning Groups (CCGs), Care Quality Commission (CQC) and multi-stakeholder groups. Working in a complex 24/7 operational service delivery environment, adapting to changing requirements, meeting strict QA / compliance standards (audits and inspections) and SLA targets to manage contract performance across multiple sites (circa 800 employees; line management of CCMs - Call Centre Managers).HIGH PERFORMANCE CULTURE & TEAMS: Working in a tightly regulated environment to ensure patient safety and outcomes (i.e. 90%+ customer satisfaction scores), leading (building) a high-performance team culture and fully mobilising a portfolio of large NHS contracts. Includes target model (service design), systems processes, standardised workflows, resource planning (staff recruitment, scheduling, training and budgets), QA audits, service improvements (change projects), KPI reporting (analytics) and demand forecasting.PROFESSIONAL DEVELOPMENTDiploma, Call Centre Operations Management (Distinction)CQC Registered Manager; Statutory & Mandatory TrainingCall Centre Systems, Analytics & Reporting; CMS SystemsFinance & Budget Management; Projects & ContractsHR Management Training; Managing Team PerformancePrevent, Safeguarding and Dementia Awareness TrainingEquality & Diversity, Human Factors, Complaints HandlingCOSH, Health & Safety Training, Data & GDPR ComplianceBCOM, Business Management (two years of degree course)Unsung Hero Award (CARE UK 2019)