Team Lead - SIP | ONSITE | Up to PHP55K

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 is a people-first outsourcing company focused on building high-performing teams and long-term careers.

We partner with companies around the world, providing dedicated offshore professionals who work as an extension of our clients’ teams.

Unlike traditional outsourcing models, our people are fully embedded into their client’s business, creating meaningful work, stronger collaboration, and long-term career opportunities.

We are proud to be:

Great Place to Work® Certified
HR Asia Best Companies to Work for in Asia 2025
HR Asia Most Caring Company Award 2025
HR Asia Diversity, Equity & Inclusion Award 2025

At OutForce, we invest in our people through career growth opportunities, flexible work environments, supportive leadership, and a culture built on trust, collaboration, and continuous improvement.

As a tech-enabled, people-powered company, we are committed to helping our employees grow alongside some of the world’s most exciting businesses.

Join OutForce and build your future with one of Asia’s best workplaces.

About the Team You’ll Join

Gamma Communications is a UK-based business communications provider offering cloud-based solutions, including voice, connectivity, unified communications, and cybersecurity. They serve SMEs, large enterprises, and public sector clients, operating their own network and partnering with global tech providers.

Job Overview:

Employment type: Full-time

Shift: UK working hours

Work setup: ONSITE - CEBU OFFICE

Salary: PHP 50,000.00 - PHP 55,000.00

What we offer:

• Competitive compensation package aligned with your skills and experience

• Night differential pay to help maximize your earnings

• Comprehensive HMO coverage, including a free dependent on Day 1

• Employee referral program with rewarding incentives

• 20 days of annual leave, giving you flexibility to manage your time

• Engaging team activities and events to keep work enjoyable

• Build strong, high-impact connections with key stakeholders across the business

• Take part in client engagement initiatives to elevate your professional experience

Role Overview:
The Team Lead is responsible for the day-to-day leadership of the SIP (Session Initiation Protocol) team. This role oversees team performance, quality, training, people development, and operational delivery. As a people leader, the Team Lead ensures team members are fully supported in their onboarding, skills development, and career progression while maintaining high standards of customer service and service delivery expected by Gamma.

What We’re Looking For:

• Experience in telecommunications SIP (Session Initiation Protocol), with at least 2 years in a team lead role

• Previous experience leading or supervising teams of customer service experts.

• Strong understanding of SIP (Session Initiation Protocol) management.

• Proven people management skills, including coaching, performance management, and employee development.

• Excellent communication skills for engaging with customers and internal stakeholders.

What You’ll Be Working On:

• 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.