-Setting and meeting performance targets for speed, efficiency and quality metrics -Design process maps, procedures and controls -Provides follow-up to monitor the progress of planned improvementimplementation to assure timely action, appropriate management support,and achievement of expected benefits. Uses appropriate measurement,analysis and evaluation methods to accurately identify and document processimprovements. -Develop business process maps for Contact Center operations based on COPC requirements and best practice -Construct Table F as required by COPC standards -Organization and facilitation of cross-functional teams to achieve improvement objectives. -Define the goals of the improvement activity. - Measure the existing system performance. - Analyze the system to identify ways to eliminate the gap between the current performance of the system or process and the desired goal.

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