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Naim Ahmed Shaikh

@naimahmedshaikh

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Operations Excellence Leader driving $52M+ P&L, 300+ FTE contact centers, revenue growth, and SLA excellence.

India

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What I'm looking for

I’m looking to lead global contact-center and BPO operations where I can own P&L, strengthen SLA/KPI performance, automate revenue workflows, and ensure TCPA/DNC compliance—while building high-performing, low-attrition teams.

I’m a Strategic BPO & Contact Center Leader with 17+ years of progressive experience driving large-scale international operations across US telecom and home security portfolios. I bring full P&L ownership of $52M+ and lead 300+ FTE multi-site teams with a focus on margin governance, SLA stability, and sustainable growth.

I’ve consistently delivered 95%+ SLA adherence while improving CSAT from 80% to 88% through structured QA and VOC interventions. I’ve reduced attrition from 38% to 18%, cut operational costs by 15% via dialer automation and workflow redesign, and increased annual revenue by 10% through upsell product launches and conversion optimization.

I specialize in regulatory governance (TCPA/DNC), compliance and risk governance, and enterprise-level performance management. I stabilize complex transitions, strengthen multi-functional governance frameworks, and ensure seamless global portfolio migrations while developing leaders and optimizing 24×7 US-shift operations.

Experience

Work history, roles, and key accomplishments

Senior VP, Operations

OPK E Services Pvt. Ltd.

Apr 2021 - May 2025 (4 years 1 month)

Owned $52M+ P&L across US telecom and home security operations, driving SLA stability and revenue growth across 300+ FTE multi-site centers. Improved CSAT from 80% to 88%, delivered 95%+ SLA adherence, reduced costs 15% via dialer automation/workflow redesign, and strengthened TCPA/DNC compliance governance.

P L Ownership SLA Management Revenue Growth

VP, Operations

OPK E Services Pvt. Ltd.

Apr 2017 - Mar 2021 (3 years 11 months)

Led multi-site US telecom sales operations with $46M portfolio ownership, scaling teams from 180 to 300+ FTE while maintaining 95%+ SLA adherence. Reduced attrition from 38% to 18% in 18 months and improved CSAT from 80% to 88% through QA calibration, coaching, and performance dashboards.

Operations Leadership Performance Dashboards Dialer Optimization WFM & MIS Coordination

Additional VP, Ops

OPK E Services Pvt. Ltd.

Nov 2013 - Mar 2017 (3 years 4 months)

Directed day-to-day service delivery for US telecom programs, overseeing operations managers and frontline leaders. Improved productivity and FCR using analytics-driven coaching, strengthened escalation/client governance, and implemented SOP-based compliance systems to improve audit performance.

Service Delivery FCR Performance Monitoring Operations Management

Sales Manager, Ops

OPK E Services Pvt. Ltd.

Dec 2007 - Oct 2013 (5 years 10 months)

Managed operations in support of US telecom sales, building structured governance and frontline execution. Drove analytics and dialer-informed performance improvements to support retention, morale, and consistent program outcomes.

Sales Operations Operational Governance Analytics Reporting Retention KPI Tracking

Senior MIS & Dialer Mgr

OPK E Services Pvt. Ltd.

Aug 2006 - Dec 2007 (1 year 4 months)

Owned MIS and dialer management supporting US telecom operations and performance reporting. Enabled operational decision-making through MIS outputs and supported dialer configuration to improve agent and campaign efficiency.

Dialer Management Performance Analytics Process Improvement

Sr. MIS & Dialer Executive

Adventity BPO Pvt. Ltd.

Nov 2004 - Jul 2006 (1 year 8 months)

Supported MIS and dialer operations through analytical and execution-focused roles. Built foundational capability across operational reporting, dialer workflows, and frontline-support execution.

MIS Dialer Operational Workflow Execution Data Quality Workflow Support