Working in the BPO industry is not for the faint of heart. While it’s often dismissed as a fallback job, most people don’t see the grind and grit behind it. Yet despite the stigma, this industry has grown into the backbone of the Philippine economy.
The BPO industry has become a lifeline for most Filipinos—offering stable jobs and paychecks, especially in a country where opportunities can be scarce. In fact, according to a report by Philstar, the industry isn’t just surviving; it’s thriving, with projected revenue hitting a jaw-dropping $32.15 billion in 2024. And while the numbers are impressive, the sheer hustle of the people behind the industry helps keep this powerhouse rolling.
But, behind the scenes of this booming industry lies the challenge of keeping employees engaged, motivated, and valued in a fast-paced environment. How does one balance the demands of business with the well-being of its workforce?
In an interview with Nicki Agcaoili, Vice President and Chief Country Executive of Carelon Global Solutions Philippines, he shared that it’s about fostering a workplace culture of efficiency, growth, and innovation, where associates can feel professionally fulfilled and personally valued. Flipping the script on what leadership in the industry should look like, Agcaoili proves that in an industry often perceived as transactional, a culture of care isn’t just ideal—it’s essential.
“[At Carelon], we [see] leadership as more than just a management function; [it’s about creating a] workplace where employees feel supported and empowered to [do] their best. [Our] human-centric approach helps [employees] meet and [exceed job expectations], [while fostering] a culture of truth, transparency, trust, innovation, collaboration, and growth," he shares.
From Humble Beginnings to Being a Leader
Starting as an agent in 2001, Agcaoili took the opportunity to learn the ropes in the industry, eventually getting promoted to team leader a year later, then to account supervisor in 2003.
“By dealing with clients and other stakeholders more closely, I was able to hone my skills and develop capabilities to further my career. Within the same year, I was named account manager…[and] since then, I have been learning from the people around me, maintaining the mindset of caring for people first and foremost,” he recalls.
Advancing to various managerial and directorial roles, this empowered him to inspire his team to draw out their best qualities while guiding them to growth and innovation. With care as a foundation of his leadership, “I aim to pay it forward [by creating] opportunities for associates and provide avenues for learning.” Agcaoili says.
The Carelon Culture: Leadership Rooted in Care
At the core of Carelon is a simple yet profound principle: care. More than a buzzword, this culture is embedded into every fiber of the organization, from operations to employee engagement, with Nicki Agcaoili taking the lead.
Leadership Philosophy
As he breaks the norm of following the traditional and hierarchical mindset, Agcaoili helped pave the way for a cultural and mindset shift within Carelon, encouraging its people to think proactively, innovate, and continuously learn.
“This shift was also foundational in enabling the company to pivot from a traditional ‘Lift and Shift’ model to a more dynamic ‘Lift and Transform’ approach, where value is created from day one,” he explains.
Building a Resilient Workforce
With the people at the forefront of Carelon, the company ensures that the employees’ well-being is a priority, guiding them with values of community, diversity, integrity, agility, and leadership to empower them to reach their full potential.
According to Agcaoili, “The company builds a community through acts of service, positive contributions to other communities, effective communication, active listening, creation of collaboration and relationships, and effective partnerships. Through these actions, the company has built a community where employees feel cared for.”
Carelon also gives importance to diversity, Agcaoili adds. “The company believes in valuing differences, no matter how big or small. We actively create an inclusive environment, incorporate diverse perspectives, encourage associates and leaders to learn from each other…and challenge biases.” Extending to its talent pool, Carelon has its doors open to applicants of any age, even beyond retirement, and also conducted training for associates and leaders to build a more inclusive environment for employees with disabilities.
With the ever-changing industry, Carelon has turned integrity and agility into growth and trust. “We lead by example,” Agcaoili says. “Competent, skilled, and reliable leaders are on the frontlines, leading the company with a heart for their employees, customers, and stakeholders. We set and share clear priorities, take action, show courage, make [impactful] decisions, and share knowledge. By supporting, empowering, and inspiring employees, we lead the company through transformation.”
Championing Work-Life Balance
With Carelon’s values rooted in #ItStartsWithCare, Agcaoili shares that the holistic well-being of the team is taken care of to foster a supportive work environment:
“Our benefits suite encompasses comprehensive health insurance, wellness programs, on-site medical services, and 24/7 telehealth consultations to [ensure] all our employees’ physical and mental health needs are met. We also give generous vacation time and recognition programs to celebrate and appreciate the contributions of the team.”
He adds, “Company-wide engagement activities are also held for employees to feel supported and appreciated at work…[as well as] multiple initiatives [like] Mental Health Awareness Month and Suicide Prevention Month.” In addition, the company also started social opportunities, helping employees connect and build healthy relationships within the team.
Under the leadership of Nicki Agcaoili as Chief Country Executive, Carelon is poised to drive industry growth by harnessing and further cultivating the talents of the world-class Filipino workforce.
Transforming the BPO Industry
Beyond Carelon, Agcaoili’s influence reaches across the broader BPO sector. As a member of IBPAP’s Executive Committee and Industry Representatives, he has contributed to driving environmental, social, and governance (ESG) initiatives. His work includes designing tailored programs for talent upskilling and development, as well as advocating for key policy changes and improvements within the industry.
Driving Innovation and Future-Readiness
As the demand for the healthcare industry grows, Agcaoili believes that “leaders in the health information management services (HIMS) and IT-BPM sectors must invest in people and technology, scale their operations, and evolve accordingly.”
Carelon is breaking new ground by prioritizing organizational health, recognizing it as a key factor for sustaining a competitive edge in the industry. He adds, “In line with our thrust on holistic health, the company has been driving the conversation towards decisive and adaptive leadership, data-driven innovation, and talent growth.”
Advocating for Social Responsibility
Agcaoili is also a firm believer in using business as a force for good. Carelon’s CSR initiatives, Project CARE, is a partnership with the PHINMA-University of Iloilo in Visayas and the local government of Leganes, Iloilo to provide free training to students and out-of-school youth with the necessary skills and capabilities to enter and excel in the IT-BPM industry.
Nicki Agcaoili sets a new standard for leadership, inspiring professionals in the IT-BPM sector to keep learning, innovating, and listening. With the launch of Carelon’s career development program Project Compass, the company is focused on helping associates grow and advance in their careers, creating a path for future leaders like him.
Agcaoili’s view on leadership is a bold reminder of the power of a human-centric approach in today’s fast-paced industry. As he puts it, “A leader cannot be a good leader without putting their people first. Remember, it starts with care. By putting care at the core of a leader’s purpose, the workplace culture, work-life balance, innovation, and growth will naturally follow.”
When leaders genuinely prioritize their people, they create a space where collaboration, trust, and continuous improvement thrive. These are the values Agcaoili believes should be instilled across industries—not just for the success of businesses, but for the advancement of society. This mindset can drive sustainable growth and pave the way for an inclusive, productive, and human-focused future.
To learn more, visit Carelon Global Solutions Philippines’ website and follow them on LinkedIn and Facebook.
