Functional : Manage various verticals from a WFM perspective, and Hiring Analysis and requisition.Managerial :• Defining service standards and guidelines that serve as benchmark for excellent service delivery thereby contributing towards service revenue generation• Framing the work direction and plan for the associates after thorough assessment of their capabilities..Team Management• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members; involved in conducting performance appraisals for providing feedback on areas of improvement to associates.