I was promoted from being a "customer experience" agent to team leader a couple of weeks ago, managing a team of 10.
Each day the team leaders have to listen in on three phone calls that each agent has taken, score them, and add comments. These ratings are visible to the agents the next day, and they're encouraged to review them as they're good learning tools - especially in the case of the comments, which often include suggestions for how they could have handled things better. Even as a team leader, I have to take calls for three hours every day which are also monitored and scored - so I'm very much living and breathing the whole process.
One of my direct reports is constantly challenging my scores. This is wasting precious time as a meeting is then scheduled between her, one of my higher-ups, and me, where she'll argue that she didn't say something - only for us all to listen to the recording and determine that she did. I wondered if the issue was personal (with me), but she apparently pulled the same thing with the team leader before me (who is now one of my higher-ups).
This has been going on for two weeks now - with a daily meeting of about an hour to try and clarify things. That is an hour's worth of phone calls going to other agents, who are battling their own workloads, which some members of the team have expressed concern and unhappiness about.
I suggested to my higher-up that this person be assigned to another team as she doesn't seem very happy where she is; he said they will not consider doing that until she proves herself. I then suggested we have a weekly meeting with her - he wasn't keen on that either, as we wouldn't be able to spend enough time discussing all the calls.
I don't want to be the bad guy here - I honestly think she feels that she's being scored unfairly and it doesn't help that she won't take any feedback onboard (repeating a lot of the same behaviours over and over again), but I have to choose my words really carefully as she could take a personal grievance if she feels she's been treated unfairly. A part of me wonders if she is challenging the feedback just to get out of answering calls ... ugh; the whole situation is just so annoying. If I just scored her highly for everything and left no comments, I'd be pulled up for not doing my job properly.