Team Lead - SIP ONSITE Up To PHP55K

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

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.