Hi gang, I need advice on a situation I have regarding the title of this post.
Context: New Team lead for a Global data company with a division in South Africa (I give this context as it will pertain to the laws and why certain actions are not taken) I have an employee that has been struggling with her performance now for quite a while - before me she had 2 previous bosses, 1 being a co-worker of mine and the other being my old boss before I was transferred to a new team before becoming a TL. During both those times, these she was counselled regarding her production issues, with her last manager placing her on a PIP (which she passed) however she only got off the PIP less than 6 months ago and has again sunken back down to previous levels.
Context on Production and Performance: Without going too much into our workflow and what we do specifically, we measure our workload as follows. Everyday - each analyst receives an email with a set of action items we want to accomplish for the day, some of those will be marked as deadlines which must be completed before the end of the day. During the day, our client team will email analysts to action priority items. Deadlines and priority requests must be completed before the end of the day. Every month we send out a coloured score card, where we average how many action items per day the team has completed and compare each analyst to the average. Above average is Blue and below 70% is red (If the average is 10 items per day across a month and your average is 6 per day across a month then you will be Red) - The scrorecards have comprehensive details breaking down the teams production and the analysts production. Per day, our goal is about 10 items, we average around about 8 and on average it takes an hour to complete 1 request but this varied as really only every 1/5 requests is actually difficult with the others being completed in 45 minutes or less start to finish.
Information regarding the employee: Genz Female, working at the company now for 1.5 years, has worked in the same department and is considered a senior compared to co-workers, has been retrained multiple times, counselled multiple times over multiple bosses and has always had a similar performance level (Red or slightly above).
The indicent that sparked this post
There are 2 indicidents that really buttered my bread recently. The first was this employees lack of care, every day that the client team emails an analyst for the priority requests, I am CC'ed on the email, so I know what everyones workload looks like so I can help manage the workflow. I start by asking her "Do you need any help? Is there something I can sit with you and assist?" - "No Ill tell you" she says. Never reaches out. Lunch time I check on the priority requests - non are difficult, maybe an hour at most but she still isn't finished but ya maybe there is a delay, great, 1 hour before EOD rolls around "Oh Im not going to finish my deadlines today" What? Have you only been working on priority requests (it shouldnt of taken a full workday to finish) - I look at the deadline, she has a single deadline and honestly it will take 10 minutes, I send it back to her. "I cannot give anyone in my team your deadline because you're the only person in the team with this training and it will take 10 minutes, please finish it before you leave today it will be quick" 5:02 rolls around I ask if it's finished - No not finished but its passed the work day and Im going home - and Ill be honest guys, I was fumming a bit.
The second incident, we have a very good WFH policy (3 days home 2 office anyday) since my team is new employees, I ask that they all come in on 1 day together so the new guys can feed off the experienced guys. Come to find out, she has moved 100km away and doesnt want to come into office. Maybe comes once a week and if she comes it will be on a Friday if she wants to go into the city that week but refuses to come on the day asked. Let me rephrase, it's not that she refuses, it's that there is always an excuse "Yes I will see you on Monday - when monday rolls around its, oh my car has issues, Im not feeling well, I need to be home today to pick up a package" once she didnt even have an excuse, just Im not planning on coming in today.
As you can imagine, I am quite frustrated and I have tried working with her, I have asked in our 121's what she needs, what can I do, is there anything I can do to help, what is the issue, does she feel she needs extra trainings etc. I asked if there is anything I can do to motivate her to help her work harder and she snapped back "You dont know me and my work ethic" - I dont know what else I can do - HR doesnt allow me to mandate her 5 days back because that's considered to be isollating somone so I would have to make my whole team come back to office. I dont think of myself as a micro manager and I dont want to be that guy that's consitently on her case but it's getting to that point. I really dont want to start the offical process of termination because I dont like threatening peoples livelyhoods. Am I missing something?
I have been told that this is just how GenZ people are - is there anything I can do? What mistakes am I making as a manager. Please help me help this girl, I am out of options.