Crazy day at work. The director was hammering on every detail on why an agent and team is not performing as they should. I looked at the numbers and all my agents except for one isn’t doing well. To help the agent I am going to sit with him in his cube and watch his process of completing tickets. We are going to seriously be working with him throughout the week to push him to the next level. For as many years he has been with the company (more than I have), he should be outperforming everyone. He wants to improve; he isn’t lazy and works with clients very well. It’s just a lot of little things that need to be addressed. Time management is the biggest. Tomorrow we will go through his work and see if we can find things that are contributing to his low performance. I know he can do better. He hasn’t had a pay raise for a few years. I want him to get a substantial pay increase in this year’s assessment. We both have very similar disabilities like ADHD. I found a way to stay focused on my tasks and remove any distractions. For me it came down to discipline, planning, goals, and routine. 

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