BPO Knowledge Manager – Training & Knowledge Management Lead

Gratitude Inc

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1 month ago

BPO Knowledge Manager – Training & Knowledge Management Lead

4-6 Year(s)

₱ 60 - ₱ 70K p.m

Cebu Central Visayas

Job Description

Key Skills

Knowledge Management Stakeholder Management Service Desk Training and Development bachelors degree clinical experience Service Desk Operations Healthcare Experience BPO Experience is a must Profound Service Desk Experience ITIL Certified

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Knowledge Manager – Training & Knowledge Management Lead

Location: Cebu City (Onsite)
Schedule: Shifting schedule, including weekends and holidays
Salary: ₱70,250/month
Start Date: August 14, 2026

We are hiring an experienced Knowledge Manager to lead knowledge management initiatives, improve documentation quality, and support operational excellence in a fast-paced BPO/ITO environment.

Key Responsibilities

Develop and maintain knowledge management processes and documentation.
Ensure knowledge articles are accurate, updated, and easily accessible.
Partner with Operations, Training, Quality, and Support teams to address knowledge gaps.
Support account transitions, knowledge transfer, and continuous improvement initiatives.
Monitor knowledge usage and recommend process enhancements.
Lead trainers and training initiatives where required.
Ensure compliance with ITIL standards and organizational policies.

Requirements

Bachelor's degree in a relevant field.
4–6 years' relevant experience, including 3+ years in Service Desk and/or Knowledge Management.
BPO/ITO Knowledge Management experience is required.
ITIL Certification is required.
Experience with account transitions; trainer management is an advantage.
Clinical/Healthcare Service Desk experience is highly preferred.
Strong communication, analytical, stakeholder management, and organizational skills.

Pre-Screening Questions
Relevant experience • Service Desk/Knowledge Management experience • Trainer management • Account transition experience • BPO experience • Current salary • Expected salary.

Role

Consulting HR

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

Human Resources

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