Having observed the high turnover, burnout and lack of structured support affecting middle managers in contact centres, Alida Rodríguez Gonzalez set out to strengthen leadership from within. As a Psychology student specialising in Organisations and Human Resources — and Sales Department Supervisor at a contact centre — she identified a critical gap: new managers were promoted for operational performance, yet rarely trained in people management and soft skills
Her proposal introduces a structured development strategy that combines voluntary soft-skills training, gamified learning, mentoring, coaching and structured support during the probationary period. By reframing leadership as a people-centred competence rather than a purely operational role, she demonstrates how investing in middle management can reduce turnover, prevent burnout, and build stronger, more sustainable teams from the ground up.
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