Deputy Commercial Director for Telemarketing at Cian Real Estate Search Service
Cian Real Estate Search Service is looking for a Deputy Commercial Director for Telemarketing — a commercial leader who will take over the management of a large Call Center and directly influence revenue and customer experience.
Your responsibilities may include:
- Develop and defend the strategy for the growth of the telemarketing sales department, identifying growth vectors and efficiency points (currently 6 teams in two directions and almost 90 operators).
- Manage the operational efficiency of the Call Center: implement a unified reporting system (from operator to departmental summary indicators), control work quality, and monitor key business metrics.
- Coordinate cross-functional interaction with sales, product, and automation departments to build seamless processes.
- Participate in software automation projects for operators, optimizing their work and increasing productivity.
- Be responsible for the department's P&L: plan the budget, analyze product and customer metrics, manage the financial results of the division.
- Carry out the full management cycle: recruitment, onboarding, training, motivation, development, and retention of the team.
- Monitor the quality of processes affecting customer experience and propose solutions for its improvement.
We are looking for someone who:
- Has at least 5 years of experience as a head of a sales-focused Call Center.
- Experience in banks, mobile operators, marketplaces, online stores, or large regional Call Centers (both in-house and outsourced) will be an advantage.
- Understands the logic of outbound communications and knows how Call Center performance analytics translate into management decisions and efficiency growth.
- Has experience implementing or refining CRM systems, and is proficient with analytical tools (Tableau and similar).
- Possesses the full cycle of HR management: recruitment, onboarding, training, mentoring, development, engagement, and retention.
The company offers:
- Work in the largest online real estate classifieds platform.
- A real opportunity to influence the development of the division and change the real estate market.
- The chance to implement your own initiatives and a high level of autonomy in decision-making.
- Remote work or a hybrid work format in a modern business center in Moscow or St. Petersburg.
- Voluntary medical insurance from the first day of work (including dentistry, hospitalization, and travel insurance outside of our country).
- Benefit cafeteria.
- An additional 5 days off for rest and перезагрузка (recharge).
- Professional development (performance reviews, corporate library, participation in industry events to develop competencies).
- Technological processes and an absence of bureaucracy.
- Work in a team with the best professionals and an open management culture.
