At Liveops, Agent Results Advocates (ARAs) in the Philippines play a key role in developing leadership within the customer service sector. The company recently highlighted two ARAs, Ryan Armena and Ricjun “RJ” Bolocon, whose careers reflect the importance of service-based leadership.
The contact center industry is significant in the Philippines, generating $31.5 billion in revenue in 2024 and employing around 1.62 million people, according to the Contact Center Association of the Philippines. This sector is expected to grow further, with an industry roadmap from the Philippine Information Technology and Business Process Management (IBPAP) aiming for $59 billion in revenue and up to 2.5 million jobs by 2028. Meeting these targets will require more employees who understand customer interactions to move into supervisory roles.
Ryan Armena began his career supporting customers at Liveops and found fulfillment in helping others succeed. Moving into an ARA role allowed him to expand his impact. His approach involves identifying confusion among agents, providing detailed guidance, and focusing on patience and compassion. “If he could talk to his ‘new agent’ self, Ryan would tell himself to treat every challenge as growth, stay curious and stay committed — exactly the mindset we want ARAs in the Philippines to model.” According to Liveops, this leadership style leads to steadier quality assurance scores and fewer repeated interventions for clients.
Ricjun “RJ” Bolocon’s path emphasizes giving back. He started as a customer service professional at Liveops before becoming an ARA focused on mentoring others: “I don’t just focus on data, I focus on people,” he says. While working with Liveops, RJ completed his MBA and is now pursuing a Doctorate in Business Management. He believes that discipline helps him coach others through challenges that develop future leaders: “trust the process”, because every challenge is shaping their future leadership skills.
Recognition is important for RJ; being trusted as a mentor shows him that Liveops values those who serve with dedication—a key factor for retention in a community-focused culture like the Philippines.
ARAs contribute by translating experience into practical guidance for agents, leading with empathy, making learning ongoing rather than one-time training sessions, and maintaining service quality as client demands grow.
Liveops’ remote-first approach allows it to identify high performers across regions such as Cebu, Negros, and Mindanao without requiring them to relocate for advancement opportunities. This method keeps knowledge within its network while supporting both agent development and client needs during changes or seasonal peaks.
Emily Tolliver, Talent Marketing Manager at Liveops, said stories like those of Ryan and RJ demonstrate what is possible for future ARAs: starting within the network, growing skills through experience, supporting peers’ certification efforts, and becoming trusted leaders whom others turn to.
By embedding experienced ARAs within its delivery model, Liveops aims to provide consistent service levels for clients while enabling faster adaptation during new process rollouts or compliance changes.
