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CI Ops CATI Team Leader, Egypt
NielsenIQCairo, C, eg5+ years
Apply Job Description
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
Additional Information
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
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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