Ok, need some help on this one.
I have a direct who reports to me in a customer service phone center environment. We have had regular issues with general responsiblities such as tone of voice and not saying please and thank you (Obviously important in customer service), and on several occasions we have had direct feedback meetings aside from our usual one-on-ones to discuss these problems.
Today I had to finally place this employee on performance management as it has hit a boiling point. I sat down with the employee and explained specifically my expectations, and set goals for improving performance. To make a long story short, the rep refuses to comply, and will not be "challenged". After our meeting, my employee emails the entire team challenging me on a adjusting feedback email that was for a small unrelated issue, and stated I was not treating them the same as everyone else. This of course is not true, as all of my employees are treated the same and are expected to meet the same standards. It has been made very clear to this direct that they are valued, and that their individual success is my priority.
This employee has NOT been on performance management before today, however since my previous attempts to correct the behavior were unsuccessful, I had no choice.
Any advice on how to handle this difficult, defiant, and VALUED employee?