Gauahar Mistri

I spent 18 years in service delivery — starting on the floor at a BPO in Navi Mumbai, eventually running operations for a 3,000-seat contact centre. I have managed everything from voice processes to chat support to back-office operations. At Jobdha, I cover Customer Service and Operations — reviewing reports on roles like customer success manager, chat associate, call centre executive, operations lead, operations executive, and process managers. What I watch closely is how automation is changing the staffing mix in Indian service centres — fewer voice agents, more technical support and success management roles. I love Hindustani classical music, especially khayal, and try to visit one new coastal town every quarter.