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CATI Supervisor, TNS



Purpose of the role:
The purpose of this position is to supervise a team of interviewers as well as oversee projects in the Telephone Bureau.
Role deliverables:
  • Responsible for quality of interviews conducted
  • Real time training/coaching given to interviewers
  • Back up to management (when leave/sick/capacity)
  • Quality audits when required
  • Supervise a team of interviewers
  • Responsible for the HR / files / contracts of the interviewers
  • Motivation of interviewers
  • Conduct regular stats meetings with interviewers
  • Manage projects on a daily basis. Effective resource allocations
  • Daily shift reports
  • Capture daily stats
  • Spot checks on quality of verbatim captured by interviewers (open enders)
  • Briefing interviewers on new project
  • Assist with pilot interviews
  • Quota management on NIPO
  • Responsible for project deadlines and budgets
  • Report writing 

Scope of the role:

  • Number of people reporting into this role: 3 Team Leaders + Part time & Full time interviewers 
  • Client target: individual contributor in a team function 
  • Client contact: Begin to interact with internal clients
  • WPP / Regional responsibilities: None

Knowledge and skills required:
Minimum skills and knowledge:

  • B.Com degree/ diploma / relevant tertiary education an advantage
  • At least 2 years supervisory experience
  • Fluent in English
  • PC literate: Excellent in Excel / Word
  • Strong numeric abilities
  • Excellent communicator
  • Ability to work shifts

Behavioural dimensions:

  • Strong written and verbal communication skills
  • Administrative skills and ability to adhere to the administrative requirements of the department
  • Good negotiation and conflict resolution skills
  • Motivational ability
  • Assertive, confident
  • Willingness to accept accountability and responsibility for data collection deliverables within strict time and quality deadlines and standards
  • Team player
To find out more information about the role and to apply, please click here

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