URGENT Hiring - Knowledge Manager - Training / Knowledge Management Lead
Gratitude Inc Cebu City Full-time
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
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
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
Knowledge Management experience in a BPO/ITO environment
Experience in account setup or transition activities is preferred
Experience managing trainers is an advantage
Experience in account setup or transition activities
BPO Experience
Last drawn salary
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 documentationEnsure 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 fieldStrong 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 rolesKnowledge 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
Pre-Screening Notes:Years of relevant experience: Experience managing trainors
Years of experience in Service Desk / Knowledge management toolsExperience in account setup or transition activities
BPO Experience
Last drawn salary
Expected salary
Gratitude IncCebu 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: 70,250
Target Start Date: August 14, 2026
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