Adil Naeem

Results-driven Operations Manager with 8+ years leading BPO operations and managing teams of up to 150 agents. Skilled at streamlining workflows, removing process and supply-chain bottlenecks, and implementing scalable automation and standardized protocols to boost productivity and reduce operating costs. Proven collaborator with US-based clients and cross-functional teams; delivers clear performance metrics and actionable reporting to senior leadership.

Combines engineering-based analytical problem solving with hands-on team leadership to drive continuous improvement and operational excellence.

Operations Manager at Axion BPO (2025-02 – 2026-09)

As an Operations Manager, I serve as the link between the client, upper management, and the floor teams, overseeing the daily execution, metrics, and profitability of assigned accounts. I am responsible for managing the daily operations of a 150-agent team. My focus is on streamlining processes, coordinating directly with our US-based client, and reporting key operational metrics to upper management to ensure complete strategic alignment.

Operations Manager at Transcom Internationals (2020-02 – 2024-02)

I manage the daily operations of Business Process Outsourcing (BPO) centers, ensuring that teams achieve performance targets and deliver high-quality service to clients. My responsibilities include overseeing staff, optimizing processes, and implementing strategies to enhance efficiency. Additionally, I handle client communication, resolve escalated issues, and ensure compliance with company policies and industry standards.

Team Lead at Ibex (2018-07 – 2020-11)

As a team leader, I was responsible for acting as the crucial front-line bridge between management strategy and daily floor execution, owning pod performance, quality, and agent development.

Team Leader at Tribe Consulting (2017-04 – 2018-04)

As a team leader, I serve as a bridge between front-line employees and management. They directly oversee a group of agents or specialists, ensuring that day-to-day tasks are completed efficiently while maintaining quality and adhering to company policies. Team leaders are integral to fostering a positive work environment, resolving immediate issues, and motivating their teams.

Sales Executive at The Lead Forum (2015-03 – 2017-02)

I was responsible for constantly searching for potential customers through cold calling, referrals, events, and digital platforms. My target was to focus on lead generation, pitching, and closing sales

Bachelors of Engineering – PAF KIET (2012-03 – 2016-07)

Intermediate – Government College (2010-02 – 2012-08)