Mohammad Omer Karim

• Work closely with stakeholders to understand business requirements for projects
• Develop effective working relationships and ongoing management processes for projects.
• Coach and facilitate team in adapting essential practices governed under agile values & principles
• Facilitate team in achieving their targets for Agile Release Train and Program Increment
• Lead team efforts towards relentless improvement & remove impediments by actively engage PO's and respective stakeholders
• Active coordination with other Scrum Master and Agile Coaches to manage dependencies and adaption of common agile practices needed in agile transformation
• Manage team's engagement towards preparation & readiness for ART events

• Work closely and collaboratively with the Product Owners, BA, QA & Tech Leads
• Assess and Inculcate suitable 'Agile Approach' for the projects in a manner that support frequent deliveries in a sustainable manner
• Lead and coach multi-disciplined teams across a variety of developments ensuring they are motivated, collaborating and working well
• Facilitate, coordinate and manage ceremonies such as planning, stand-ups and retrospectives
• Provide necessary coaching towards team members towards Agile Principles to help the team mature in an agile process
• Facilitate cross-team collaboration with the internal teams to fully understand business requirements and desired business outcomes with respect to production issues
• Maintain a healthy relationship with clients to provide a transparent view of development progress and manage the expected outcome under the allocated budget

• Develop & maintain Corporate Strategy in alignment with functional units and key stakeholders at organizational level.
• Ensure corporate, commercial and technical level strategy execution are aligned on objectives and functional performance indicators
• Create Strategy awareness across organization.
• Target setting and analysis of KPI's across functional units.
• Forecast and align efforts to close gap between targets and achievements for functional units
• Maintain monthly / quarterly dashboard in accordance to ‘Targets vs Achievements' against core KPI's of finance and commercial department.
• Manage departmental communication and meetings in lieu of performance reviews and improvement plans.

• Research and development of CEM operations and inculcating best practices across the enterprise.
• Benchmarking experience nodes within and outside the industry.
• Data integration of current data base of ZONG with psychographic data collected through research and surveys.
• Product refinement and development based on the intelligence and research.
• Conduct customer's ‘Sentiment Index', NPS and other custom designed research to assess customer behavior throughout the user journey.

• Nationwide ‘Quality of Sales Analysis' with respect to every channel in each region on routine basis.
• Perform nationwide ‘Churn Analysis'. Forecast ‘Potential Churn'.
• Periodic review of nationwide postpaid ‘Life Span' with respect to every channel in each region.
• Analysis of financial exposures.
• Develop and maintain structured and reliable communication with respect to analytical findings among the stakeholders.
• Monitor periodic health check of inter and intra-departmental processes and share findings with the stakeholders

Worked in different roles:

• Floor Supervisor - Contact Center Islamabad
• Team Leader - Investigation & Resolution Unit (Backend Support)
• Team Leader - Contact Center Islamabad

Major Responsibilities Includes and not limited to:

• Maintain & manage service level agreements
• Provide support on technical complaints
• Track and benchmark customer complaint, and re-engineer existing processes to deliver optimum results
• Perform weekly / monthly analysis over the nature of workload received.