Knowledge Management Lead – Training & Knowledge Management

Gratitude Inc

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2 days ago

Knowledge Management Lead – Training & Knowledge Management

4-6 Year(s)

Cebu Central Visayas (Lapu Lapu city, San Fernando)

Job Description

Key Skills

ITIL ITIL Certified ITIL trained or certified ITIL knowledge

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Description: Knowledge Management Lead – Training & Knowledge Management
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Are you passionate about knowledge management, training, and operational excellence? Join a dynamic team where you'll lead knowledge initiatives, improve documentation, and help drive service excellence across business operations.

If you have a strong background in Service Desk, Knowledge Management, and BPO operations, we'd love to hear from you!

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What You'll Do: Duties

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-Lead and enhance knowledge management strategies and best practices.
-Create, maintain, and improve knowledge base articles, SOPs, and operational documentation.
-Ensure all knowledge resources remain accurate, accessible, and up to date.
-Partner with Operations, Training, Quality, and Support teams to identify and close knowledge gaps.
-Support account launches, transitions, and knowledge transfer activities.
-Monitor knowledge usage and recommend continuous improvements.
-Oversee trainers and training initiatives where applicable.
-Drive ITIL-aligned knowledge management processes and operational excellence.
-Ensure compliance with organizational standards and service delivery requirements.

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Preferred Qualifications
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Experience supporting account setup or transition projects.
Experience managing trainers or training programs.
Clinical or Healthcare experience combined with Service Desk experience is highly preferred.

Why Join?

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Lead impactful knowledge management and training initiatives.
Collaborate with cross-functional teams in a dynamic BPO/ITO environment.
Drive continuous improvement and operational excellence.
Grow your career while working on enterprise-level projects.
Be part of a collaborative, high-performing team.

Apply Today!

Ready to make an impact? Apply now through MyGlit or Indeed! If your skills and experience match the role, we'll be in touch for the next steps in the hiring process.

Role

Customer Delivery Manager

Timings

Rotational Shifts (Contract To Hire)

Industry

BPO

Work Mode

Work from office

Process

Chat

Functional Area

ITES / BPO / Customer Service

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