Vikas Dwivedi
Gurgaon,HR
Summary
Seasoned Contact Centre and Operations Leader with over 15 years of experience driving service excellence across transportation, telecom, insurance, and aviation domains. Proven expertise in managing large multi-LOB environments, optimizing KPIs (CSAT, AHT, FCR, Shrinkage, Attrition), and leading transformation initiatives through data analytics, process improvement, and technology adoption .
Skilled in leveraging Power BI, Excel-based analytics, and Lean Six Sigma methodologies to enhance efficiency and decision-making. Adept at stakeholder management, team capability building, and ensuring compliance with stringent data security and client protocols. Recognized for delivering operational stability while fostering innovation within contact centre ecosystems.
Overview
16
16
years of professional experience
Work History
Operations Manager
TaskUs India Pvt LTD.
03.2025 - Current
- Spearheading operations for a US-based transportation account, leading 210+ team members across 3 Lines of Business under 11 Team Leaders and two Assistant managers.
- Driving success across KPIs — Attrition (5%) , Shrinkage (OOO 10%) , Quality (95%) , and CSAT improvement .
- Led the team to successfully clear an external client audit ensuring adherence to global security and data-handling standards.
- Partnered with Facilities and WFM to optimize workforce costs via cross-skilling, flexible staffing models , and reduced hiring dependency.
- Supported underperforming OUs in other campaign by diagnosing performance gaps and implementing recovery plans to achieve AHT targets .
- Founding operations manager for the campaign. Setting up and scaling this blended campaign from the ground up.
Operations Manager
Accenture Solutions Pvt Ltd.
09.2022 - 01.2025
- Led end-to-end operations for a North American telecom voice campaign, managing over 125 associates and multiple Team Leads.
- Ensured delivery across critical KPIs including AHT, FCR, CSAT, and QA compliance , consistently meeting and exceeding client expectations.
- Supported analytics-led decision-making by contributing in Power BI dashboards and KPI trackers to provide real-time insights to leadership.
- Collaborated with quality and training functions to align performance improvement plans with client metrics.
- Build and maintain strategic relationship with the client to ensure satisfaction, timely escalation resolution and business continuity.
Assistant Manager of Operations
EXL Service
12.2017 - 08.2022
- Managed operations for a UK-based motor insurance provider via a webchat process, taking full ownership of performance, stakeholder communication, and team management.
- Approved Final Response Letters (FRL's) for escalated complaints in compliance with internal quality standards and UK insurance government protocols.
- Enforced strict adherence to GDPR guidelines across the team to ensure data security and legal compliance in all customer interactions.
- Worked with a process innovation group focused on chatbot deployment, survey integration , and response automation for client operations.
- Contributed to the enhancement of canned response libraries to reduce handling time and standardize resolution quality.
- Drove cross-functional coordination between technology and operations to ensure efficient adoption of automation tools. Analyzed post-deployment feedback and agent survey results to improve chatbot effectiveness and customer experience .
Assistant Manager
Concentrix Pvt Ltd.
02.2014 - 09.2017
- Led end-to-end operations for North American voice-based processes: a Tier-2 escalation desk for a global transportation network company.
- Executed Lean Six Sigma Yellow and Green Belt projects :
Yellow Belt: Reduced transport no-shows through process redesign and real-time tracking.
Green Belt: Improved quality scores by implementing root cause analysis and coaching frameworks. - Recognized for excellence in process improvement and stakeholder collaboration .
- Collaborated closely with workforce, training, and quality departments to drive readiness, policy compliance, and capability building.
- Fostered a high-engagement culture through regular team connects, floor contests, and recognition programs, reducing attrition and increasing morale.
Earlier Roles - Executive/Sr-Exec/SME/TL
Concentrix Pvt Ltd.
03.2010 - 01.2014
- Managed day-to-day customer interactions, training, and reporting.
- Laid the foundation for leadership through consistent KPI delivery and team mentorship.
Education
Bachelor in Computer Applications -
Institute of Management And Research Ghaziabad
Ghaziabad, UTTAR PRADESH05.2010
Skills
- Strategic Operations & Service Delivery
- Process Re-engineering & Automation
- Data Analytics & Business Intelligence (Power BI)
- Client & Stakeholder Management
- Lean Six Sigma (Yellow & Green Belt Project-Certified)
- Workforce Management & Cross-Skilling
- Quality Assurance & Audit Compliance
- People Leadership & Engagement
Additional Information
- Adept at handling transitions, client calibrations, and new process setups.
- Experienced in managing audit readiness, compliance documentation , and data protection policies .
- Collaborative leader, known for balancing performance discipline with people engagement .
Languages
English
Hindi
Marathi
Interests
Geopolitics and global affairs — keen on studying the interplay between power, culture, and global systems.
Timeline
Operations Manager
TaskUs India Pvt LTD.
03.2025 - Current
Operations Manager
Accenture Solutions Pvt Ltd.
09.2022 - 01.2025
Assistant Manager of Operations
EXL Service
12.2017 - 08.2022
Assistant Manager
Concentrix Pvt Ltd.
02.2014 - 09.2017
Earlier Roles - Executive/Sr-Exec/SME/TL
Concentrix Pvt Ltd.
03.2010 - 01.2014
Bachelor in Computer Applications -
Institute of Management And Research Ghaziabad