Knowledge Manager - Training / Knowledge Management Lead
Gratitude IncKnowledge Manager - Training / Knowledge Management Lead
Job Description
Key Skills
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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
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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