Knowledge Base and AI Enablement Specialist

Logistik, försäljning och verksamhet · HR och administration · HR-verksamhet

I korthet

Transcom is seeking a Knowledge Base & AI Enablement Specialist in Manila, Philippines, to manage the company's knowledge base, enhance self-service options, and optimize AI chatbot performance. This role focuses on reducing escalations and improving the employee helpdesk experience, with secondary support for internal communications.

Ansvarsområden

Own end-to-end Knowledge Base strategy and governance, including information architecture, taxonomy, and content standards.
Administer platforms like the Portal, Knowledge Base, and Correspondence Management system.
Create, structure, and organize employee- and people manager-related content.
Build and maintain Tier 0 self-service content prioritized by ticket-volume and escalation data.
Convert resolved Tier 1 tickets into new or updated Knowledge Base articles.
Own and continuously tune the AI Chatbot / virtual agent, refining responses and improving accuracy.
Track and report on self-service analytics, translating data into a content and automation roadmap.
Partner with GPS process owners to ensure published content is policy-accurate and current.
Draft, format, and organize internal HR/GPS communications and announcements.
Coordinate the scheduling and sending of communications through established channels.
Maintain a communications calendar/tracker.
Take ownership of productivity, quality, and resolution goals.
Recommend process improvements to sustain quality standards.
Meet performance targets and complete required training.
Maintain schedule adherence and professional conduct.

Krav

At least college level (undergraduate units in any field); studies in Human Resources, Information Technology, Business Administration or a related field is a plus.
At least 1 year of experience in knowledge management, IT/HR service desk support, or self-service/content administration within a multinational organization, shared-services, or BPO environment.
Prior exposure to AI chatbot or virtual-agent tooling is a strong plus.
Hands-on experience or familiarity administering Knowledge Base systems (e.g., ServiceNow, Confluence, SharePoint) and Correspondence Management systems.
Practical AI fluency: prompt/response tuning, intent mapping, and content grounding for chatbot/virtual-agent platforms.
Ability to read AI performance data and turn it into content fixes.
Highly organized and detail-oriented, able to work autonomously in a fast-paced environment with shifting priorities.
Analytical, with strong integrity, maturity, and a proactive approach to problem-solving and improving the employee experience.
Advanced skills in productivity tools for data analysis, documentation, and presentations (e.g., Google Suites, MS Office etc.).
Strong written communication skills, with the ability to draft clear, policy-accurate content and simple internal announcements.
Basic-to-intermediate graphic/comms production skills (e.g., Canva) sufficient for secondary communications support.

Förmåner

Day 1 HMO
Meal & Transportation Allowance
Rice Subsidy
Clothing Allowance
24/7 Teleconsult
Free Psychologist Consultation
In-house & Online Pharmacy
Scholarship Program
Retirement Fund
Free Meal & Medicine (through Transcom’s Tap Card Rewards)
Loyalty Incentives
Accidental & Life Insurance
Free Shuttle Service

Färdigheter

ServiceNowConfluenceSharePointGoogle SuiteMS OfficeCanva

#Knowledge Management#AI Enablement#Self-Service#Helpdesk#HR

Om Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintechs, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 33,000 employees work in 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation, and backoffice services. We help our clients drive their brands forward, customer satisfaction up, and operating costs…

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