--Headline: You're fired!

I hate to be the bearer of bad news or at least no one ever wanted to do that. But today I have no choice.

Over the course of my career, I have terminated people because of a company violation such as attendance, call avoidance. Truthfully, it doesn't give you a sense of addiction knowing another person is going to lose their job. Probably, the feeling of consolation because I have made them realize what they did was out of normal and hopefully teaches them a lesson. They just get it the hard way. I hardly ever stop a person's chance to land a job, so long as they really show genuine intention to acknowledge coaching and reinforce it without hesitation. Believe me. I have seen managers who penalize agents over peccadilloes and are power trippers. Witnessing those, I became cognizant of how to use my authority rightfully.

She is one amongst the oldest in the team, although she just joined two months ago. Unlike others who just came to my team, she is restrained and silent most of the time, but when the second day passed, she already started borrowing money, from me and some of her peers. She would pop through email or SMS messages narrating her unfavorable plight being penniless and all. Whenever I would coach her, I feel like talking to a big wall in front of me. She would stare at me listlessly as if I never existed. As time goes, her attendance deteriorated as well as her performance. And before I can discuss her non-regularization in time, she had conjunctivitis. After her 5-days of unlikely absence, I discussed her discontinuance to the company solely due to her substandard performance and poor attendance. I have a hunch she already knew the reason of why I need to talk to her suddenly, before she even could log in.
I was extra wary of how I need to positively position her areas of opportunities without sounding harsh. But she has only a single choice but learn to accept this is not a job tailored for her. With her skills, she's better off as Librarian or Cashier at a registrar office. I think so.

I dont feel good saying the bad news, however I don’t regret what I did because I know it's a good business decision to screen agents with careful judgment and right reasons. It's a long term profit.