SIP Team Lead — Telecomm & Customer Excellence

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

Benefits offered by this job

Competitive compensation package

Night differential pay

Comprehensive HMO with dependent onDay

Employee referral program

20 days annual leave

Team activities and events

Stakeholder engagement opportunities

Job summary

OutForce is seeking a proactive Team Lead for the SIP team in Cebu, overseeing day-to-day leadership, coaching, and performance management. You will ensure SIP activities meet SLAs, drive KPI achievement, and support onboarding and career growth for team members.

Join us to collaborate with UK stakeholders, scale the SIP function, and maintain high-quality service delivery in a fast‑paced telecom environment.

Qualifications

• Experience with SIP (Session Initiation Protocol) in a telecom environment.
• At least 2 years in a team lead role supervising customer service teams.
• Strong understanding of SIP management and related technologies.
• Proven people management skills including coaching, performance management, and development.
• Excellent communication skills for 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 SLA adherence.
• Manage team performance including KPIs, quality, attendance, and productivity.
• Support training, onboarding, and ongoing development of team members.
• Handle HR-related matters including performance reviews and escalations.
• Act as escalation point for complex SIP issues and customer concerns.
• Partner with QA to maintain service quality standards.
• Prepare readiness for future intakes and SIP scaling.
• Collaborate with UK-based stakeholders and indirect reporting teams.

Skills

SIP management

Team leadership

People management

Customer service coaching

Strong communication

Job description

OutForce is seeking a proactive Team Lead for the SIP team in Cebu, overseeing day-to-day leadership, coaching, and performance management. You will ensure SIP activities meet SLAs, drive KPI achievement, and support onboarding and career growth for team members.

Join us to collaborate with UK stakeholders, scale the SIP function, and maintain high-quality service delivery in a fast‑paced telecom environment.