Knowledge Manager - Training / Knowledge Management Lead
Gratitude IncKnowledge Manager - Training / Knowledge Management Lead
Job Description
Key Skills
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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: Php 70,250.00 Package
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
• 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
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
Role
Account Manager
Timings
Rotational Shifts (Contract To Hire)
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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