Knowledge Manager - Training / Knowledge Management Lead
Gratitude IncKnowledge Manager - Training / Knowledge Management Lead
Job Description
Key Skills
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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
please answer this pre screening questions
Years of relevant experience:
Experience managing trainors
Years of experience in Service Desk / Knowledge management tools
Experience in account setup or transition activities
BPO Experience
Last drawn salary
Expected salary
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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