Senior CATI Operations Manager — Remote, Market Research

Senior CATI Operations Manager — Remote, Market Research
Employer: TKW Research Group (Australia / New Zealand)
Location: Remote — Philippines (Metro Manila or Cebu preferred for talent network access)
Engagement: Independent contractor, full-time equivalent

The Package — What You’ll Receive

TKW Research Group is a long-standing Australian/New Zealand market research firm, and we’re looking for a senior operations leader to take ownership of our CATI call floor — and to help shape what comes next. This is a senior, long-term partnership with a genuine strategic dimension, and the package reflects that:

• Lead the bridge to AI-assisted interviewing — the role includes contributing to a voicebot we’re developing with a tier-1 AI platform partner. Detail below.
• Direct line to the COO — you’ll report straight to the Chief Operating Officer of TKW Research Group. No middle layers.
• Base retainer: ?130,000 – ?180,000 PHP per month, commensurate with seniority, paid in arrears.
• 13th-month service bonus equivalent to one month’s base fee, paid every December.
• HMO allowance of up to ?50,000 per year, fully reimbursing premium private health cover for you and one dependent.
• Internet & equipment stipend of ?3,000 per month to support your home office setup.
• 10 days of paid leave per annum after 12 months of service, plus observed Australian public holidays without reduction to your base fee.
• Full training paid by TKW Research Group — structured onboarding plus ongoing dialler, CATI platform, and methodology training so you can perform at the highest level.
• Real ownership of how the floor runs, working directly with senior ANZ leadership — no middle layers, no agency markup.

About the Role

We run multi-market CATI fieldwork for ANZ and international market research clients, and we’re looking for an experienced operations manager to take ownership of the call floor. You’ll be responsible for fieldwork execution, dialler performance, quota management, and the productivity of our interviewer teams.

This is a senior, deeply hands-on role. You’ll have real autonomy over how the floor runs, but you’re also expected to roll up your sleeves — personally running shifts when needed and working directly with front-line interviewers, not just managing through layers. You’ll be accountable for hitting completion targets, maintaining quality, and keeping projects on budget.

The Hybrid Future — What Makes This Different

Every senior CATI manager knows what’s coming. Voicebots are going to reshape telephone interviewing within the next few years, and operations leaders fall into two camps: those who get sidelined by it, and those who lead the transition. We’re looking for the second kind.

TKW Research Group is partnering with a tier-1 multinational AI platform provider to develop a survey voicebot — conversational AI that can conduct natural-sounding interviews at scale. Your role in this isn’t theoretical: as the voicebot moves from pilot to production, you’ll be the operational lead running the blended human/voicebot floor. D ---------- which interviews go to human interviewers and which go to the voicebot. Managing quality across both channels. Calibrating the hybrid model to deliver better data than either could alone.

If you’ve been waiting for a CATI role where you get to shape what telephone research becomes — rather than manage its slow decline — this is it.

What You’ll Do

• Manage CATI fieldwork end-to-end: sample distribution, quota matrices, completion tracking.
• Personally run live shifts when required — this is not a desk-only role. You’ll be on the floor (remotely) directing interviewers in real time, especially during critical fieldwork windows and across time zones.
• Monitor dialler performance in real time — contact rates, call dispositions, interviewer yield — and make tactical calls to keep productivity up.
• Coordinate Shift Supervisors, QA staff, and a remote interviewer pool.
• Troubleshoot operational issues live and work directly with the survey programming team when scripts need adjustments.
• Maintain ISO 20252 / ESOMAR-aligned quality processes.
• Produce daily and weekly operational reporting for the COO.

What We’re Looking For

• 7+ years in CATI operations within a market research agency or fieldwork BPO, with 3+ years in a senior management role.
• Strong working knowledge of dialler logic, CATI platforms, and call centre KPIs.
• Genuinely good with front-line interviewers — you can motivate, coach, and direct base-level interviewers directly, not just manage through supervisors. The best candidates have come up through the floor and haven’t lost the common touch.
• Solid grasp of market research methodology: sampling, quotas, weighting basics, and QA standards (ISO 20252, ESOMAR).
• Forward-looking on AI in research — you don’t need technical AI experience, but you should see voicebots as an opportunity to lead, not a threat to manage around.
• Comfortable with flexible shift patterns to cover multi-timezone fieldwork (agreed in advance — not random).
• Home office with reliable power, dual internet connections, and a setup capable of running monitoring tools and video calls daily.
• Strong written and spoken English.

How to Apply

Send your CV plus a short note covering:
1. The largest CATI operation you’ve personally run (team size, markets, sample volumes).
2. The dialler platforms you know best.
3. Your shift flexibility.
4. Your view on how voicebots will reshape telephone interviewing — and where you see your role in that shift.