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Horatio’s founding team, led by Jose Eduardo Herrera, has revolutionized the customer service outsourcing landscape, earning them the title of Founding Team of the Year in the Consumer Services Industries. Since its inception in 2018, Horatio has set itself apart by blending innovative leadership with a deep commitment to creating a positive, employee-first work culture in an industry often criticized for poor working conditions.
What makes Horatio’s founding team exceptional is their unwavering focus on quality over cost. Jose Eduardo Herrera’s vision was born from his own experience working in a traditional call center, where he saw firsthand how monotonous, low-wage environments led to burnout and high employee turnover. Rather than following the conventional path of cutting costs through “sweatshop” environments, Herrera and his team decided to build a company that focused on employee well-being, resulting in a positive workplace culture where creativity, collaboration, and personal growth could thrive.
Under their leadership, Horatio achieved 150% year-over-year growth in 2023, a staggering accomplishment in a highly competitive outsourcing market. This growth is not just a financial metric but a testament to the team’s ability to scale a business built on ethical principles, quality customer service, and an unparalleled focus on employee development.
The founding team’s commitment to innovation is also reflected in their bold decision to expand into Colombia in 2024 and double their footprint in the Dominican Republic. These strategic moves not only grew Horatio’s regional presence but also contributed to local economies, creating 292 new jobs and offering employees opportunities for long-term growth within the company. In 2023 alone, Horatio promoted 441 employees, showcasing the founding team’s dedication to career advancement and empowerment, especially within underserved communities.
What truly sets the founding team apart is their ability to maintain a culture of sustainability and social responsibilitywhile achieving rapid growth. Through initiatives like the Horatio Cares program, which organizes community events such as beach cleanups, the team demonstrates that a company can be both profitable and socially responsible. This approach fosters a sense of pride among employees and resonates with customers who increasingly seek companies with strong values and a clear commitment to giving back.
Horatio’s founding team has also placed a strong emphasis on diversity and inclusion, with the company ranking #8 for gender equality and #9 for job creation in 2024 by Mercado Media Network’s Best Places to Work. These achievements reflect a leadership philosophy that values diverse perspectives and believes in creating an environment where all employees can thrive and contribute meaningfully to the company’s mission.
In an industry where success is often measured by short-term cost-cutting and efficiency, Horatio’s founding team has proven that long-term success is rooted in a commitment to human-centered values. They’ve set a new standard for the outsourcing sector, where employee satisfaction, community impact, and customer experience all play a central role in driving business growth. Their remarkable leadership and vision have not only transformed Horatio but have reshaped the expectations for what a customer service company can achieve—both for its people and its clients.
Nomination Title: Horatio’s founding team, led by Jose Eduardo Herrera
