Gratitude India

Knowledge Manager - Training / Knowledge Management Lead

4 - 6 year(s)

Philippines - Manila

60000 - 70000 Thousand p.m

Job Description

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Role: Manager -Customer Service

Timings: Rotational Shifts (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Key Skills:

Knowledge Management
ITIL Certified
ITIL trained or certified

- 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
  
  Kindly answer the pre-screening question and send as comment while applying.
  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

Note: Gratitude 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@gratitudeindia.com.

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Israel Odukoya

Recruiter - Gratitude India

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Manila ,

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