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.

Qualifications

• 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.

Skills

• Leadership of large operational teams

• Workforce planning and capacity management

• Project and stakeholder management

• Coaching and performance management

• Operational planning and execution

• Data analysis and KPI reporting

• Strong communication and problem-solving skills

• Advanced Excel and CATI systems knowledge

Success Measures

• 100% on-time project delivery

• Achievement of productivity and quality targets

• Effective management of 10 Supervisors and 200 Interviewers

• High employee engagement and low attrition

• Efficient resource utilization and cost management

• Continuous improvement in operational performance

Our Benefits

• Flexible working environment
• Volunteer time off
• LinkedIn Learning
• Employee-Assistance-Program (EAP)

NIQ may utilize artificial intelligence (AI) tools at various stages of the recruitment process, including résumé screening, candidate assessments, interview scheduling, job matching, communication support, and certain administrative tasks that help streamline workflows. These tools are intended to improve efficiency and support fair and consistent evaluation based on job-related criteria. All use of AI is governed by NIQ’s principles of fairness, transparency, human oversight, and inclusion. Final hiring decisions are made exclusively by humans. NIQ regularly reviews its AI tools to help mitigate bias and ensure compliance with applicable laws and regulations. If you have questions, require accommodations, or wish to request human review were permitted by law, please contact your local HR representative. For more information, please visit NIQ’s AI Safety Policies and Guiding Principles: https://nielseniq.com/global/en/info/niqs-ai-safety-policies/

About NIQ

NIQ is the world’s leading consumer intelligence company, delivering the most complete understanding of consumer buying behavior and revealing new pathways to growth. In 2023, NIQ combined with GfK, bringing together the two industry leaders with unparalleled global reach. With a holistic retail read and the most comprehensive consumer insights—delivered with advanced analytics through state-of-the-art platforms—NIQ delivers the Full View™. NIQ is an Advent International portfolio company with operations in 100+ markets, covering more than 90% of the world’s population.

For more information, visit NIQ.com

Want to keep up with our latest updates?

Follow us on: LinkedIn | Instagram | Twitter | Facebook

Our commitment to Diversity, Equity, and Inclusion

At NIQ, we are steadfast in our commitment to fostering an inclusive workplace that mirrors the rich diversity of the communities and markets we serve. We believe that embracing a wide range of perspectives drives innovation and excellence.  All employment decisions at NIQ are made without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by applicable laws. We invite individuals who share our dedication to inclusivity and equity to join us in making a meaningful impact. To learn more about our ongoing efforts in diversity and inclusion, please visit the https://nielseniq.com/global/en/news-center/diversity-inclusion