(URGENT) Knowledge Manager - Training Lead for Service Desk | CEBU

Gratitude Inc

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23 hours ago

(URGENT) Knowledge Manager - Training Lead for Service Desk | CEBU

4-6 Year(s)

₱ 60 - ₱ 70.25K p.m

Cebu Central Visayas (Cebu City)

Job Description

Key Skills

Education and Training Knowledge Management Service Desk BPO Experience

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Gratitude Inc. is a professional HR Tech Recruitment firm specializing in recruiting permanent, contract, and temporary positions for the world's top companies. Our base is in India, the Philippines, Malaysia, and Africa. We are a direct sourcing partner Company of various top BPOs, both offshore and onshore.

We have ongoing hiring for a Knowledge Manager - Training Lead for our BPO Partner in Cebu City.

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

To apply, please share your updated resume with the active email address and phone number here or via email at isay@gratitudephilippines.com

Further details will be discussed once shortlisted and invited for an interview.

Our recruitment team will reach out to you via WhatsApp/Viber or by phone once you are shortlisted.

APPLY NOW!

Role

Training Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Semi-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.

Isay Balan

Recruiter - Gratitude Inc

NA, philippines

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Cebu Central Visayas, Philippines

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