Knowledge Manager - Training / Knowledge Management Lead

Gratitude Inc

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2 days ago

Knowledge Manager - Training / Knowledge Management Lead

4-20 Year(s)

Cebu Central Visayas
(Base Location for WFH)

Job Description

Key Skills

Knowledge Management ITIL Certified ITIL trained or certified

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Knowledge Management Lead (BPO | ITIL | Cebu | Onsite)

Drive Knowledge. Enable Performance. Deliver Operational Excellence.

We're looking for an experienced Knowledge Management Lead to lead enterprise knowledge initiatives, optimize documentation, and ensure teams have access to accurate, up-to-date information that drives operational success. You'll work closely with Operations, Training, Quality, and cross-functional stakeholders to improve knowledge sharing, support transitions, and champion continuous improvement.

Key Responsibilities

Lead and enhance knowledge management strategies, processes, and governance.
Develop, maintain, and optimize knowledge base articles and operational documentation.
Partner with Operations, Training, Quality, and Support teams to identify and close knowledge gaps.
Support account onboarding, transitions, and knowledge transfer activities.
Track knowledge usage, measure effectiveness, and implement process improvements.
Manage training initiatives and trainers, where applicable.
Ensure compliance with ITIL best practices and organizational standards.

Qualifications

Bachelor's degree in any relevant discipline.
ITIL Certification is required.
Strong communication, stakeholder management, analytical, and problem-solving skills.
Excellent organizational, multitasking, and collaboration abilities.
Willing to work onsite in Cebu City on a shifting schedule.
BPO experience is required.

Experience

4–6 years of experience in Knowledge Management, Service Desk, or related roles.
Minimum 3 years in Knowledge Management and/or Service Desk within a BPO/ITO environment.
Experience supporting account transitions or knowledge transfer activities is an advantage.
Experience managing trainers or training programs is preferred.
Clinical/Healthcare Service Desk experience is highly preferred.

Role

Data Entry Specialist

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from Home

Process

Semi-Voice

Functional Area

ITES / BPO / Customer Service

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