Title: Head of Telemarketing
Company: Cian
Location: Moscow
Experience: More than 6 years
Cian is the largest real estate search service in Russia, with 20 years of history.
Cian is not just a website; it's a high-tech company that ranks among the top 10 real estate websites globally. Currently, the company employs over 1300 employees, and the service's monthly audience exceeds 19 million people.
What matters to Cian employees
- Creating not just a product, but the best product that transforms the client experience. We are proud to be transforming the real estate market by addressing people's pain points in searching, selling, obtaining mortgages, and renting housing.
- Solving complex problems and seeking new solutions. That's why our workday can sometimes feel like a quest, allowing each of us to grow much faster.
- Influencing the product. We listen to our colleagues and leverage their expertise and ideas to choose the best solutions for product development.
- Feeling comfortable in a team, speaking our minds. To achieve this, we foster a culture of feedback and mutual respect.
We are looking for a Head of Telemarketing – a commercial leader who will take charge of a large contact center and directly influence revenue and client experience.
Your potential responsibilities:
- Develop and defend the strategy for the growth of the sales telemarketing department, defining growth vectors and efficiency points (currently 6 teams across two directions and almost 90 operators).
- Manage the operational efficiency of the contact center: implement a unified reporting system (from operator to department-wide summaries), monitor work quality, and track key business metrics.
- Coordinate cross-functional interaction with sales, product, and automation departments to build seamless processes.
- Participate in automation projects for operator software, optimizing their work and increasing productivity.
- Be responsible for the department's P&L: plan the budget, analyze product and client metrics, and manage the financial results of the direction.
- Oversee the full management cycle: recruitment, onboarding, training, motivation, development, and retention of the team.
- Monitor the quality of processes affecting client experience and propose solutions for improvement.
We are looking for someone who:
- Has at least 5 years of experience as a manager of sales contact centers.
- Experience in banks, mobile operators, marketplaces, online stores, or large regional contact centers (both in-house and outsourced) will be an advantage.
- Understands the logic of outbound communications and knows how contact center performance analytics translate into management decisions and efficiency growth.
- Has experience implementing or refining CRM systems, and is proficient in using analytical tools (Tableau and similar).
- Possesses the full cycle of personnel management: recruitment, onboarding, training, mentoring, development, engagement, and retention.
We are ready to offer:
- Work in the largest online real estate classifieds platform.
- A real opportunity to influence the development of the direction and change the real estate market.
- The chance to implement your own initiatives and a high level of autonomy in decision-making.
- Remote or hybrid work format in a modern business center in Moscow or St. Petersburg.
- Voluntary medical insurance from the first day of work (including dental, hospitalization, and international travel insurance).
- A benefits cafeteria.
- An additional 5 days off for rest and recharging.
- Professional development (performance reviews, corporate library, participation in industry events for skill enhancement).
- Technologically advanced processes and lack of bureaucracy.
- Work with the best and an open management culture.
