Vikram Singh Dahiya
Operations Manager @VGL Group
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WORK HISTORY
Operations Manager @VGL Group
Jaipur, IN
Owned end-to-end operations & P&L with focus on cost control and margin improvementLed 120+ FTEs across operations, QA, and backend support teamsImproved FTR from ~70% to 82%, reducing repeat contacts and complaintsAchieved 97% SLA adherence for UK-based clients through process disciplineReduced operational costs by 14% via workforce optimisation and SOP standardisationCut client escalations by 35% through stronger governance and root-cause fixesDrove CSAT to 95%+ while maintaining compliance and delivery quality
EDUCATION
Rajasthan Technical University, Kota
Bachelor of Technology (BTech), Mechanical Engineering
LAKSHMIPAT SINGHANIA SCHOOL
High School , SCIENCE
SKILLS
ABOUT VIKRAM SINGH DAHIYA
Results-driven Operations Manager with extensive experience in managing large-scale contact centre and backend operations across US-UK and global markets. PMP® certified with strong ownership of P&L, service delivery, compliance, and operational excellence.I specialise in building scalable, process-driven operations that balance cost control, customer experience, and revenue protection. Known for converting complex challenges into structured, measurable outcomes.What I bring to the table: • End-to-end operations & P&L management • Cost optimisation, productivity improvement & margin protection • Process re-engineering, SOP governance & risk mitigation • FTR, SLA, CSAT and performance improvement • Cross-functional leadership (Ops, QA, Training, Planning) • Stakeholder & client management
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