Pros
Talbots leadership has a solid vision of how they want the organization to succeed. The focus on an amazing customer experience is genuine. On a more specific level, the leadership at the contact center in Knoxville, TN balances the customer experience with the associate experience. They are fully aware that these experiences go hand in hand in order for the company to continue their success. The associates working in the contact center are fantastic with the customers. Anyone joining the team needs to have high standards and expectations of the service they provide the customer. This contact center is nothing like other call center environments in the area. Talbots call center has a group of leaders who want professional and excellent performance while having fun as well. Talbots contact center leaders show regular appreciation to the associates in too many ways to count. The team managers care deeply for their team members and do all they can to support them and help them become the best at what they do. They have fun at work and the co-workers are supportive of one another in work and in life. It is a special, special place.
Cons
The contact center is trying to improve internal growth opportunity. Currently the only true opportunity is to move into supervisor roles. While this is great, not all want to move up or do not have the leadership skills to move in that direction. I think they are seriously considering the impact this could have on turnover, but would advise anyone moving into their entry level opportunity to be aware that currently internal motivation on the part of the associate to take their skills to the top will be best opportunity for continuous learning. I would advise anyone to be aware of this but also to understand that the leadership is always scrutinizing what they can do better and I do think that the structure of roles there will look different in the next few years in a very positive way.