Incompetent decision making, reaction-based management, zero strategic thinking - Anonymous employee TCC, LLC Employee Review

Note from TCC, LLC President: We appreciate you taking the time to provide feedback around your experience at TCC. TCC has been in business for 4 years and we continue to make course adjustments as we grow. Growth is hard. All strong businesses modify their business models based on growing and shrinking needs of the business. That's just what you do to stay in the game. TCC remains – no, has become a strong, viable business. When we began the reorganization of the company, we started with the top leadership team. With the help of an independent consultant, we took several steps backwards and realized we needed the right people at the helm, on the leadership team. After all, everything that happens in a company happens top-down. We are dedicated to ensuring we have the “right people in the right positions". I agree at the beginning of 2016 the (then) leadership team was fractured, each person on their own mission, without collaboration. Because of this, the company struggled with low morale and less than delighted clients. Then we made a pretty dramatic change, the leadership team of 7 became a lean focused leadership team of 4. The current leadership of the company works not in traditional "silos" or within boxes on an org chart, we work in circles, we call them communities. You see, it's not Mr. E's Operations and it's not Mrs.T’s Client Services, it's a community of people who practice leadership by example and collaborate at the highest level to ensure we are taking care of our employees who take care of our clients. At our last companywide town hall meeting, I was moved to tears by the positive comments and kudos being passed among the teams – all positions! This was dramatically different from the one prior. At this meeting, though, someone asked me "what is your proudest moment?" and I had to say "Right now. Right now I'm so proud of where we are and how far we've come in just months". Yes, we worked tirelessly but we got it right! One of our staffing partners told me, "Ro, I'm really proud of your company. Most call centers start out with a bang, everything is hunky dory and right about now they start to fail and flounder. You did it the right way. You failed first, you learned and now you're on your way." We have more work to do and we will continue on our employee centric, customer focused path.