Horatio expands Dominican Republic operations, adds 600 seats
NEW YORK, UNITED STATES — New York-based outsourcing provider Horatio has expanded its presence in the Dominican Republic, adding 600 seats to its recently inaugurated facility in Santo Domingo.
This expansion brings the company’s total workforce to nearly 3,000 employees, positioning Horatio as a major player in the nearshore customer experience (CX) industry.
Strategic growth in Latin America
Horatio’s focus on the Dominican Republic is strategic, leveraging the country’s large bilingual population to serve U.S. customers effectively. The new facility in Metro Plaza, Santo Domingo, is the company’s second location in the country, complementing its existing operations in Santiago.
“By hiring locally, we create jobs while ensuring our team resonates with customer needs, fostering ownership and pride,” said Alex Ross, Horatio Co-Founder and COO.
Focus on human-centric call center experience
The newly expanded office boasts a range of amenities designed to enhance employee well-being and productivity. These include:
- A gym with personal trainers
- Daycare services
- Yoga and meditation classes
- On-site psychologists
- Game rooms
- Daily meals and snacks
- On-site English language training
“Each space at Metro Plaza was designed to redefine what a call center looks like, ensuring communal areas remain calm and support creative thinking,” added Jose Herrera, Horatio Co-Founder and CEO.
“We wanted our team, especially those with sensory needs, to feel the space exceeded any previous work environment.”
Expanding services and client base
Horatio’s growth aligns with the increasing demand for high-quality customer experience services. The company aims to support various sectors, including software as a service (SaaS), education technology (EdTech), and financial services.
By combining cutting-edge technology with hands-on agent support, Horatio is positioned to enrich customer experiences across multiple industries.
Investing in the future of customer experience
Founded in 2018 by Columbia Business School classmates, Horatio has positioned itself as a major nearshore player. The company’s Latin American expansion extends to Bogota, Colombia, aligning with the rising demand for high-quality, culturally-attuned customer service solutions.
Named #354 on the Inc. 5000 list for 2024, Horatio’s growth reflects its success in harnessing CX as a revenue generator for clients while maintaining a people-centered approach.
