Get briefed, then address Tom's underperformance in a voice conversation. Simulation Details: Novus Support is a top provider of customer service solutions, specializing in call-center operations, technical support, and customer relationship management for industries like healthcare, e-commerce, and technology. The company handles thousands of inquiries and disputes each month, using advanced tools such as Salesforce CRM and Talkdesk to track performance metrics. Novus Support is recognized for its data-driven approach, high customer satisfaction scores, and efficient team productivity. The company invests in agent coaching, real-time feedback, and employee wellness, resulting in improved service quality and reduced burnout. Novus Support has earned industry awards for excellence and innovation, and maintains a culture focused on fairness, accountability, and continuous improvement. As the Department Manager, you will address the chronic underperformance of Tom Williams, a Customer Service Representative whose declining metrics and attendance issues have impacted team morale. Begin by chatting one-on-one with Emily Carter, the Team Lead, to gather Tom’s latest performance statistics, attendance patterns, and examples of how his workload affects peers. Next, initiate a private voice conversation with Tom Williams. Present specific performance gaps using objective data, invite Tom to share his perspective, and collaboratively define an improvement plan with measurable goals and support resources. Your approach should balance empathy with assertiveness, aiming to restore team morale and maintain professionalism throughout the process. - Gather key performance and attendance information from the Team Lead via chat. - Discuss performance issues and improvement strategies with Tom Williams in a voice call. - Secure Tom’s acknowledgment of his performance gaps and agreement to a clear improvement plan. - Demonstrate effective performance management and communication skills by guiding the conversation toward actionable solutions.