Knowledge Manager - Training / Knowledge Management Lead
725 Views
2 weeks ago
Experience
4–6 Year(s)
₱
Salary
₱ 60 – 70K
p.m
Location
Manila, Cebu Central Visayas
11 candidate(s) already applied
Job Description
-
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
• 4–6 years of relevant experience
• At least 3 years of Service Desk and/or Knowledge Management experience
• 2–3 years of Knowledge Management experience in a BPO/ITO environment
• Experience in account setup or transition activities is preferred
• Experience managing trainers is an advantage
• ITIL Certification is preferred but not required
Candidates with experience in:
• Auditing
• Training and coaching
• Process documentation
• Process flow creation
• Knowledge management
• Quality process documentation
• Standard Operating Procedures (SOPs)
Non-Negotiable
• Healthcare/Clinical background
• Service Desk experience
Kindly answer the pre-screening question and send as comment while applying.
Pre-Screening Notes:
Years of relevant experience:
Experience managing trainers
Years of experience in Service Desk / Knowledge management tools
Experience in account setup or transition activities
BPO Experience
Last drawn salary
Expected salary
Key Skills
3 Skills
Knowledge Management
ITIL Certified
ITIL trained or certified
Role Specifications
Role
Manager -Customer Service
Timings
Rotational Shifts (Permanent)
Industry
BPO
Work Mode
Work from office
Functional Area
ITES / BPO / Customer Service
Similar Jobs
Workforce Scheduler (WFM Scheduler) | BPO
Gratitude Inc • 1 – 3 Year(s)
WFM tools
BPO industry
scheduler skills
Confidential
Manila, Philippines
Manager, pre-sales & solutions - service desk
Gratitude Inc • 5 – 10 Year(s)
Communication
Detail oriented
Service Desk
Confidential
Manila, Philippines
Alldigitech Company (Patient Care Coordinator )
Gratitude Inc • 1 – 2 Year(s)
BPO Skills
BPO Call center
good communication skills
Confidential
Manila, Philippines
Multilingual Language - Vietnamese CSR
Gratitude Inc • 0 – 12 Year(s)
Vietnamese
Fluent in Vietnamese and English
Order to Cash
₱ 70 – 80.15K p.m
Manila, Philippines
Operations Lead
Gratitude Inc • 10 – 12 Year(s)
SQL
production support
Unix/Linux
₱ 100 – 1250K p.m
Manila, Philippines
About Company
Gratitude Inc is a global company with presence across APAC, Africa, and USA. We are known for our people, innovation and customer focused approach.
Location
NA, nigeria
Network
0+ Followers
Activity
500+ Posts
Interview Tips
Curated for this role
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?
Mobile App
Get the Best Jobs
Right on your fingertips with instant alerts