Knowledge Manager - Training / Knowledge Management Lead

Gratitude Inc

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1 week ago

Knowledge Manager - Training / Knowledge Management Lead

4-7 Year(s)

₱ 65 - ₱ 70.25K p.m

Cebu Central Visayas (Lapu Lapu city, Mandaue City)

Job Description

Key Skills

Analytical Knowledge Management Inbound BPO BPO Voice Process Service Desk BPO Skills BPO Hiring BPO Call center clinical experience

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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.

Norman Bogonko

Recruiter - Gratitude Inc

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