Knowledge Manager - Training / Knowledge Management Lead

Gratitude Inc

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15 hours ago

Knowledge Manager - Training / Knowledge Management Lead

4-7 Year(s)

₱ 65 - ₱ 70.25K p.m

Job Description

Key Skills

Analytical Knowledge Management Inbound BPO BPO Voice Process Service Desk BPO Skills BPO Hiring BPO Call center clinical experience

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Position: Knowledge Manager - Training / Knowledge Management Lead

Location: Cebu City

Work Setup: Onsite

Work Schedule: Shifting schedule, including weekends and holidays as required

Salary: 70,250

Target Start Date: August 14, 2026

About the Role

We are seeking a Knowledge Management Lead to drive knowledge management initiatives, ensure the accuracy and accessibility of knowledge resources, and support operational excellence through effective documentation, training, and stakeholder collaboration.

Key Responsibilities

- Develop, maintain, and improve knowledge management processes and documentation

- Ensure knowledge base articles and operational documents are accurate and up to date

- Collaborate with Operations, Training, Quality, and support teams to identify knowledge gaps

- Support account setup, transitions, and knowledge transfer activities

- Monitor knowledge utilization and recommend improvements

- Manage trainers and training-related initiatives where applicable

- Drive continuous improvement initiatives related to knowledge management

- Ensure compliance with ITIL practices and organizational standards

Qualifications

- Bachelor's Degree in a relevant field

- Strong communication, stakeholder management, and problem-solving skills

- Strong analytical skills and attention to detail

- Excellent time management and multitasking abilities

- Strong interpersonal and collaboration skills

- ITIL Certification (required)

- Willing to work onsite in Cebu City on shifting schedules

- BPO experience is required

Work Experience

- 4–6 years of relevant experience, with at least 3 years in Service Desk and/or Knowledge Management roles

- Knowledge Management experience in a BPO/ITO environment

- Experience in account setup or transition activities is preferred

- Experience managing trainers is an advantage

- Clinical/Healthcare experience combined with Service Desk experience is highly preferred

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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