Job Description
Department/Location: Telephone Research Operations/Manila
Reporting to: Operations Director
Working Arrangement: Full-Time employee
Working Set-up: Full Onsite
Summary
In this role, you will supervise a team of interviewers working on outbound telephone-based market research. Your job will be to make sure that projects run smoothly and in a timely manner, productivity and quality targets are met, and interviewers are monitored and coached—all for the single purpose of collecting accurate and reliable data on every project.
As RONIN establishes its own dedicated CATI Centre in Makati, you will start by supporting the operational set-up and stabilisation of the centre. You will not be directly responsible for facilities, IT infrastructure or construction works, but you will be expected to provide practical operational input, help test the working environment before go-live, support new processes, and help ensure the centre is ready to operate effectively once live.
You will need to take a hands-on ever-present approach to maximise the team's output, keeping them motivated, disciplined and focused on performance. This is an excellent opportunity for someone who wants to own their projects, see them through from start to finish across markets, and will take pride in delivering quality data on time while maximising profit.
The right candidate will help shape the early operating standards of RONIN's Manila CATI Centre, support the successful launch of a new telephone research operation, and then help run that operation with discipline, consistency and a strong focus on quality, productivity and delivery with real long-term opportunities for progression and growth.
RESPONSIBILITIES (FIRST 3 to 6 MONTHS)
CATI Centre launch and operational readiness support- Support the operational launch of RONIN's dedicated CATI Centre in Makati, working closely with IT, HR, Operations, and Senior management as required.
- Provide practical input on interviewer workstation requirements, desk layout, floor flow, supervision points, storage needs, break arrangements, and other requirements.
- Help test the working environment before go-live, including workstations, headsets, dialing tools, internet, call quality, access controls and basic interviewer workflows.
- Identify practical issues that may affect productivity, call quality, attendance, interviewer supervision and the general running of the centre.
- Support the introduction of centre procedures, including shift start-up, briefing, call monitoring, escalation, attendance tracking, end-of-shift reporting and floor discipline.
- Assist with onboarding and settling interviewers into the new centre environment.
- Help maintain clear communication between the interviewer floor and management during the launch and early stabilisation period.
- Contribute to post-launch reviews by identifying what is working, what is not working, and what needs to be improved.
- Contribute to the development and/or refinement of, or recommend improvements to, CATI procedures, guidance notes, checklists and templates.
- Help document recurring operational issues and propose fixes.
- Support the development of a reliable, scalable operating model for the Manila CATI team by taking a practical, solutions-focused approach to problems.
RESPONSIBILITIES (ONGOING)
Team management and quality control- Support new starters during onboarding and early shifts
- Maintain visible floor presence during shifts and actively manage interviewer focus, conduct, quality, performance, behaviour and productivity
- Monitor attendance, punctuality, and shift performance
- Help maintain a professional and respectful office environment
- Escalate recurring behaviour, performance or working-environment issues
- Monitor calls and review interviewer performance
- Identify training needs and opportunities for improvement from live call monitoring, productivity data and interviewer behaviour
- Reinforce correct use of scripts, dispositions, callbacks and call outcome notes
Project delivery- Make sure projects are delivered on time and within quota
- Brief interviewers on study objectives, sample, and scripts
- Track progress during shifts and key metrics (call rate, strike rate)
- Analyse sample performance and availability.
- Flag risks early and offer solutions
- Maintain accurate notes and ensure learnings are captured for future projects.
Coaching and development- Training new interviewer cohorts to be centre-ready
- Provide ongoing coaching to improve interviewer performance
- Run short training sessions or refreshers where needed
- Mentor interviewers to maximise productivity
- Encourage knowledge sharing in the team
- Think creatively to overcome obstacles and encourage this in the teams
Other duties:- Interview on projects as required.
EXPERIENCE
Essential
- At least 3 years experience in a team leader (TL) or equivalent seniority role in inbound or outbound calling call centre operations or a closely related BPO environment.
- Strong understanding of live shift management, productivity tracking, call quality, attendance, briefing and escalation.
- Experience working in a structured, target-driven operational environment.
Desirable
- Experience supporting the launch, relocation, expansion or stabilisation of a CATI centre, call centre, BPO floor or similar operation.
- Experience helping test or implement new operational processes, systems, dialling tools, headsets, workstations or reporting routines.
- Experience in market research interviewing, especially B2B research.
- Experience helping create SOPs, training materials, and checklists.
Personal qualities:
- Comfortable giving direct feedback
- Comfortable working in a new operation where not every process is established
- Practical and hands-on, with the ability to spot operational problems quickly
- Ability to separate urgent issues from normal day-to-day noise
- Taking ownership rather than waiting for direction
- Willingness to do what is necessary to deliver projects on time and within budget
- Calm under pressure during busy shifts or periods of change
- Willing to challenge inefficient processes and suggest better ways of working
- Comfortable working across teams, including IT, HR, and senior management
- Good with numbers and analytical
- Approachable, articulate and confident communicator
- Good at working as part of a team
- Effective at passing on knowledge and skills to others
- Taking pride in the quality of your work
Salary
60000 - 70000 PHP (monthly)
