BPO Knowledge Manager – Training & Knowledge Management Lead

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.