Re: point 2 - having a sole member of the team be the only person who can answer an urgent question is a failing, and a fairly obvious and large one, of the com

Re: point 2 - having a sole member of the team be the only person who can answer an urgent question is a failing, and a fairly obvious and large one, of the company, for reasons beyond just working overtime. Think about it - were you in the managers shoes in this position, you're forcing someone who is the only holder of critical knowledge of your business to work extra without compensation, and against his will - don't you think there's a pretty big risk there? Regarding metrics, I think any manager who has even a tiny bit of empathy for his employees would realize that "time spent at work" (or more accurately - time spent not at work) is an incredibly critical metric for his employees' well being, and any discussion should look at what's important for the business as well as the employee.