Job Description

Roles & Responsibilities

Job Purpose

Lead and manage the CATI operation by overseeing a team of 10 Supervisors and approximately 200 Interviewers. The role is responsible for ensuring operational excellence, achieving project delivery targets, maintaining quality standards, optimizing resource utilization, and driving continuous improvement across all CATI projects.

Key Responsibilities

Operations Leadership

• Lead and manage a team of min 10 CATI Supervisors responsible for approximately 200 Interviewers.
• Set daily operational priorities and monitor project progress.
• Ensure adequate staffing and resource allocation across all projects.
• Drive productivity and operational efficiency while maintaining high quality standards.

Project Delivery

• Ensure all CATI projects are delivered on time, within budget, and in line with client requirements.
• Monitor fieldwork progress against targets and implement corrective actions when required.
• Lead daily operational meetings to review project status, risks, and priorities.
• Manage multiple projects simultaneously, balancing competing priorities.

People Management

• Coach and develop Supervisors to improve team performance.
• Conduct regular performance reviews and provide ongoing feedback.
• Identify training needs and support career development.
• Foster a high-performance, collaborative team culture.

Quality & Compliance

• Ensure adherence to NIQ quality standards, project specifications, and interviewing protocols.
• Partner with the QC team to monitor quality metrics and implement improvement plans.
• Drive continuous improvement initiatives to enhance data quality and operational performance.

Resource & Capacity Management

• Forecast staffing requirements based on project pipeline.
• Recruit, onboard, and ramp up interviewers to meet business demand.
• Optimize interviewer utilization and shift planning.
• Work with vendors when additional capacity is required.

Stakeholder Management

• Collaborate with Project Management, Client Service, Scripting, QC, F2F, Qualitative, and Data Processing teams.
• Provide regular operational updates and escalate risks proactively.
• Support client discussions when operational input is required.

Performance Management

• Own and monitor operational KPIs, including: On-time project delivery, Productivity per interviewer, Response and incidence rates, Quality scores, Team utilization, Attendance and attrition, Budget and cost performance.

Continuous Improvement

• Identify opportunities to improve productivity, quality, and efficiency.
• Implement new processes, tools, and best practices.
• Drive automation and operational excellence initiatives.

Desired Candidate Profile

• Bachelor's degree.
• 7+ years of experience in CATI or market research operations.
• At least 5 years of experience managing supervisors or large operational teams.
• Strong communication and problem-solving skills
• Advanced Excel and CATI systems knowledge