Job Description

About Us

We are a leading travel company embarking on an ambitious contact center transformation to elevate every step of the customer journey. Our mission is to create memorable experiences that inspire bookings, drive loyalty, and grow revenue. At the heart of this transformation is a renewed focus on enabling our people--empowering every agent to lead with confidence, convert with care, and deliver exceptional value with every interaction.



The Opportunity

We're looking for an experienced, strategic, and performance-driven Head of Sales Enablement to architect and lead a comprehensive sales enablement ecosystem across our global contact center operations. This critical leadership role will focus on improving lead conversion and booking rates by equipping our frontline teams with the tools, training, and support they need to deliver high-impact consultative sales conversations that turn interest into action.



You'll serve as a change champion, embedding a strong sales culture, coaching mindset, and customer-centric approach to every customer interaction--while aligning enablement efforts to the broader goals of our contact center transformation.



About Us

Our contact center is undergoing a significant transformation, fundamentally reshaping our operations, processes, and systems, and embedding a robust sales culture across all customer interactions. This ambitious journey aims to elevate our customer experience, drive revenue growth, and empower our frontline teams with the skills and knowledge to succeed in a dynamic environment.



The Opportunity

We are seeking a visionary and results-oriented Head of Sales & People Enablement to lead the strategic development and execution of our sales enablement initiatives throughout this critical transformation. This role is paramount to ensuring our contact center agents are equipped with the soft skills, product knowledge, system proficiency, and sales acumen necessary to excel in their evolving roles. You will be responsible for building a comprehensive enablement ecosystem that integrates Consultative Sales training, quality management, knowledge management, and e-learning to drive performance and cultural change.

Key Responsibilities:

Sales Enablement Strategy & Execution :

Develop and lead a multi-year sales enablement strategy focused on increasing lead conversion and booking rates across all sales channels. Embed consultative sales practices into the contact center culture to drive performance, revenue, and customer satisfaction.

Partner with Sales and Marketing to ensure messaging, promotions, and offerings are seamlessly integrated into the enablement framework.



Training Program Leadership

Oversee the design and delivery of dynamic, scalable training programs:

Consultative Sales Training: Equip agents with skills in discovery, value-based positioning, objection handling, and closing--tailored for the travel booking lifecycle. Product & System Training: Ensure agents are confident navigating new systems, tools, and offerings, including new lines of business and packages. New Hire Ramp-Up: Accelerate speed-to-performance through immersive onboarding programs that emphasize both operational excellence and sales confidence. Technical/Systems/Process Training: Lead the creation and delivery of comprehensive training on new lines of business, updated processes and procedures, and multiple new systems being introduced as part of the transformation. Define and execute a holistic sales enablement strategy aligned with the contact center's transformation objectives, focusing on embedding a sales culture, improving agent effectiveness, and driving conversion and revenue growth.

Quality, Coaching & Performance Enablement

Collaborate with Quality Assurance and Team Leaders to turn feedback and performance data into targeted enablement actions. Implement coaching programs and frameworks to support frontline leaders in developing high-performing, conversion-focused teams. Champion a culture of continuous feedback and improvement, grounded in data and results. Quality Management Integration: Collaborate closely with Quality Management teams to leverage performance insights, call evaluations, and customer feedback to identify training gaps, refine content, and ensure training effectiveness directly impacts quality scores and sales outcomes.

Knowledge & Learning Systems

Own and evolve the Knowledge Management System (KMS) to serve as the single source of truth for agents--featuring clear, current, and conversion-focused content (e.g., promos, travel options, FAQs, sales scripts).

Launch e-learning modules and microlearning paths to reinforce knowledge and enable agents to learn in the flow of work.

Knowledge Management System (KMS) Ownership: Strategically manage and optimize the contact center's Knowledge Management System (KMS) to ensure human and AI agents have immediate access to accurate, up-to-date, and sales-focused information (e.g., product details, sales scripts, FAQs, process guides). This includes content creation, curation, and governance. E-learning & Blended Learning: Drive the development and implementation of engaging e-learning modules and blended learning solutions to support continuous learning, reinforce training, and provide flexible access to knowledge. Content Development & Curation: Lead a team that develops high-quality, engaging, and relevant training content, job aids, quick reference guides, and sales tools. Performance Measurement & Reporting: Establish key performance indicators (KPIs) for enablement programs, track progress, analyze results, and provide regular reports to leadership on the impact of enablement initiatives on agent performance, sales metrics, and customer satisfaction. Stakeholder Collaboration: Partner effectively with cross-functional teams including Contact Center Operations, Sales Leadership, IT, HR, Transformation Program Office, and Product Development to ensure enablement programs are aligned with business needs and integrated into the overall transformation roadmap. Coaching & Development: Implement programs and provide guidance for Performance Leaders and Managers to effectively coach agents on sales techniques and performance improvement. Change Adoption: Act as a key advocate for the transformation, developing communication strategies within enablement to foster agent buy-in and adoption of new sales behaviors and operational changes. Team Leadership: Recruit, mentor, and develop a high-performing team of trainers, instructional designers, and knowledge managers.

Qualifications:

Bachelor's degree in Business Administration, Education, Organizational Development, Communications, or a related field. Master's degree preferred. Minimum of 10+ years of progressive experience in sales enablement, learning & development, or training leadership roles, with at least 3-5 years in a senior leadership capacity (Head of/Director level). Essential: Proven experience leading sales enablement or training functions within a contact center environment during periods of significant organizational transformation (e.g., system implementations, cultural shifts, new business models). Demonstrated success in developing and implementing comprehensive training programs, including soft skills, technical skills, and sales methodologies. Strong expertise in Quality Management principles and their application to training and performance improvement. Experience with Knowledge Management Systems (KMS) and best practices for content management and information accessibility. Proficiency in e-learning development tools and learning management systems (LMS). Deep understanding of sales processes, methodologies, and performance drivers in a customer service or contact center context. Exceptional leadership, coaching, and team-building skills. Outstanding communication (written and verbal), presentation, and interpersonal skills, with the ability to influence and engage stakeholders at all levels. Strategic thinker with a strong analytical mindset and the ability to translate data into actionable insights. Ability to thrive in a fast-paced, complex, and evolving environment.

What We Offer:

The opportunity to build and lead a critical function during a pivotal transformation journey. A chance to significantly impact agent performance, customer experience, and business growth. A dynamic, collaborative, and supportive work environment. Exposure to innovative technologies and methodologies. Competitive salary, bonus potential, and comprehensive benefits package.

If you are a strategic and passionate leader with a proven track record in sales enablement and a desire to drive impactful change, we invite you to apply. Join us in shaping the future of our contact center!



We thank all applicants in advance for their interest in this position, however, only those selected for an interview will be contacted.