Knowledge Management Specialist

5 days ago

Taguig, National Capital Region, Philippines DITO Telecommunity Corporation Full time $60,000 - $80,000 per year

Overview

This key position is responsible for assisting the KM Manager in managing and optimizing the company's Knowledge Base tools and processes, as well as ensuring compliance to the tool by the third-party contact centre agents and support teams.

Functions

  • KM Specialist will monitor Knowledge systems and services
  • Assist the KM Manager is overseeing the product development and facilitates communication between internal and external customers regarding the Knowledge Management programs, products, and projects.
  • Identify the knowledge critical to the organization; looking beyond technical knowledge ('know-how) to strategic, business-environmental, people and other knowledge categories ('know-why', 'know-who' etc.)
  • Manages the business relationships with the outsourced contact center operations in relation to KM utilization and compliance. Serves as the primary point of contact for issues related to overall Knowledge Base activities and escalations.
  • Collaboratively works with other internal support teams on content management of the Knowledge Base tools.
  • Collect, synthesize, organize, and manage curriculum related knowledge and services for the benefit of the organization, its clients, and its business partners
  • Create relationships with sources of knowledge and information, including internal and external customers in order to acquire knowledge that will enable the organization to streamline processes, and increase collaboration
  • Monitors the effectiveness, maintenance and use of the IT tools and systems as they apply to KM, and implements improvements
  • Responsible for analyzing data to drive changes if needed, improving operational performance, identify opportunities to increase contact center efficiencies and KM utilization.
  • Regular site visits (scheduled and unscheduled) may be required.

Employment Standards

  • A strong communicator and team player
  • Organized and detail-oriented
  • Flexible with shifting schedules, including weekends and holidays
  • Open to extended hours when needed

Job Skills & Qualifications

Required:

  • Bachelor degree or equivalent and relevant formal academic / vocational qualification in Business Management and/or Project Management
  • At least 2+ years previous KM experience that provides the knowledge, skills, and abilities to perform the job
  • Experience in using Gen AI for internal knowledge base optimization
  • Background in multimedia content editing (e.g., creating/editing infographics, short videos, or visual guides for the knowledge base)
  • Relevant experience in Process Documentation and Proof-Reading
  • Proficient knowledge in KM systems and operating details of local telecom industry
  • Proficient with Microsoft Office, including Microsoft Word, Excel, and Power Point

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