CI Ops CATI Team Leader, Egypt

Google Chrome Microsoft Edge Apple Safari Mozilla Firefox CI Ops CATI Team Leader, EgyptFull-timeCareer Site Team: OperationsJob DescriptionJob PurposeLead 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 ResponsibilitiesOperations LeadershipLead 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 DeliveryEnsure 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 ManagementCoach 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 & ComplianceEnsure 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 ManagementForecast 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 ManagementCollaborate 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 ManagementOwn and monitor operational KPIs, including:On-time project deliveryProductivity per interviewerResponse and incidence ratesQuality scoresTeam utilizationAttendance and attritionBudget and cost performanceContinuous ImprovementIdentify opportunities to improve productivity, quality, and efficiency.Implement new processes, tools, and best practices.Drive automation and operational excellence initiatives.QualificationsBachelor's degree.7+ years of experience in CATI or market research operations.At least 5 years of experience managing supervisors or large operational teams.SkillsLeadership of large operational teamsWorkforce planning and capacity managementProject and stakeholder managementCoaching and performance managementOperational planning and executionData analysis and KPI reportingStrong communication and problem-solving skillsAdvanced Excel and CATI systems knowledgeSuccess Measures100% on-time project deliveryAchievement of productivity and quality targetsEffective management of 10 Supervisors and 200 InterviewersHigh employee engagement and low attritionEfficient resource utilization and cost managementContinuous improvement in operational performanceAdditional InformationOur BenefitsFlexible working environmentVolunteer time offLinkedIn LearningEmployee-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...