SIP Team Lead - Onsite Cebu | Night Diff & HMO

OutForce Inc.; Cebu City; On-site; PHP 558,000 - 614,000; Full time

Benefits offered by this job

Night differential

HMO coverage with dependent from day 1

Referral program

20 days annual leave

Team activities and events

Stakeholder networking

Client engagement initiatives

Job summary

OutForce Inc. is seeking a Team Lead for the SIP team to join our Cebu office on a full-time basis. The role aligns with UK working hours and involves leading the SIP group, coaching staff, and ensuring high standards of customer service.

You will manage KPIs, support onboarding and development, handle escalations, and collaborate with QA and UK stakeholders to scale the SIP function. This is a hands-on leadership role with a focus on delivering quality service.

Qualifications

• Experience in telecommunications SIP with at least 2 years in a team lead role.
• Experience leading or supervising teams of customer service experts.
• Strong understanding of SIP management.
• Proven people management skills, including coaching, performance management, and employee development.
• Excellent communication skills for engaging with customers and internal stakeholders.

Responsibilities

• Provide day-to-day leadership, coaching, and performance management for the SIP team.
• Oversee SIP activities to ensure accuracy, timeliness, and adherence to SLAs.
• Manage team performance, including KPIs, quality standards, attendance, and productivity.
• Support training, onboarding, and continuous development of team members.
• Handle people management responsibilities including performance reviews, disciplinary actions, and HR-related matters.
• Act as escalation point for complex SIP issues and customer concerns.
• Partner with Quality Assurance to maintain and improve service quality standards.
• Support operational readiness for future intakes and scaling of the SIP function.
• Collaborate with UK-based stakeholders and indirect reporting teams as required.
• Spend a proportion of time handling customer SIP calls during the initial months to maintain operational alignment.

Skills

SIP knowledge

People management

Communication

Leadership

Coaching

Job description

OutForce Inc. is seeking a Team Lead for the SIP team to join our Cebu office on a full-time basis. The role aligns with UK working hours and involves leading the SIP group, coaching staff, and ensuring high standards of customer service.

You will manage KPIs, support onboarding and development, handle escalations, and collaborate with QA and UK stakeholders to scale the SIP function. This is a hands-on leadership role with a focus on delivering quality service.