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The major functions of management are planning, organizing, leading, and controlling.
First, planning is defined as the systematically making decisions about the goals and activities that an individual, a group, a work unit, or the overall organization will pursue in the future (Management glossary). Sprint begins this process by first informing the operational managers (o.m.) on the changes that needs to be made within the call center. The operational manager then sends the information by via email or schedule meetings with the team leads. The team leads then provide the specialists, with the information where the changes will be implemented...
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