From Support Specialist to Global Security and Privacy Program Manager
Adzin's journey
2015
Customer Support Specialist
2017
Security and Privacy DRI
2018
Security and Privacy DRI, Regional Team Lead
Global Security & Privacy Program Manager
2021
"It sounds a bit cliché, but there’s always something new, especially in the security field – different things come up that even after eight years here make me scratch my head like, how are we going to solve this?"
Adzin’s journey in Concentrix + Webhelp started back in 2015. Over the years, he’s evolved along with the company and our clients and has become an integral part in the security and privacy processes. Read on to find out how he ended up in this field and what kind of unseen challenges he’s met along the way.
Q. When and how did you start working at Webhelp?
I started in Concentrix + Webhelp in 2015. I was working as a Support Specialist for another call center for a year, but then a friend joined Concentrix + Webhelp and had good things to say about working there. So I applied and got the job – in the office in Gothenburg.
Q. How do you remember your time as a Support Specialist?
Oh, it was great, but also challenging. People who work with customer service know it can be really tough sometimes to just sit for 8 or 9 hours and talk to different customers who have different issues.
Every single person is different - you have the happy people, you have the not-so-happy people. You have to deal with a lot of personalities.
But for me, what kept me working there for maybe longer than other people were two things. One was the colleagues – I really enjoyed working with my colleagues. And the second thing was that there was always a challenge to take on because we kept opening new departments.
Q. What has been your career journey since then?
I worked as an advisor until 2017. I saw an ad for an internal Concentrix + Webhelp role that combined security with facility. I though that was something that would suit me, even though the role was new and the details were still unclear. I applied, had the interviews and got the role. That was the first step towards where I am, but it was a baby step because security for this client was new – they didn’t even know themselves how strict or what processes they wanted in place. The role was mixed with facility as well, so I learned a lot of new things there. As time went on, our cooperation with the client developed, so there was not much time for facility. They decided I should only work with security. Our team was growing, we were opening new sites, more people joined our team. I was promoted to a team lead for the Nordic security team. I was in the role for about two years – got some experience, did some traveling and a lot of work. And two years after that, I applied for the role I’m currently in.
Q. Can you describe what you do as a Global Security and Privacy Program Manager?
This client has a lot of security requirements. All from how the networks and accounts should be set up and how we should work with physical security, what type of security we should have on the devices and how we should educate the employees. We get a document from them that details how we should follow the security policies. My job is managing a team of ten people in the Nordics and Baltics, Barcelona, Lisbon, Agadir, Jordan... My main task is to make sure we follow all the requirements and we conduct a lot of internal assessments to make sure we do.
Q. What has been the biggest challenge in your career?
It was definitely during the pandemic. I think it was very challenging, because we had to send people home but we had strict security requirements – there was a lot of pressure to do it in the shortest possible time while also following all the requirements.
Q. How did you overcome that?
Honestly, we just did the work.
We knew that as soon as we were done with something or as soon as it was fixed, things were going to be better.
We have improved our processes a lot. And I’m not sitting here saying I did all of it, because we do everything together as a team. We make decisions and discuss with the IT departments and we have everyone important us in the meetings when we make decisions.
Q. What keeps you working in Concentrix + Webhelp?
Definitely the challenges. It sounds a bit cliche, but there’s always something new, especially in the security field – different things come up that even after eight years here make me scratch my head like, how are we going to solve this? There’s also a possibility to travel a lot, but now I have actually travelled too much so I would like to stay at home for a while.
I have had the fortune to have really good managers, both currently and before when I was in other roles, which has been very helpful for me.
Q. What is your key to success?
I think I have always wanted to do a good job. But when I was an advisor I felt like I was doing my best, I was doing a good job, I could see that the customer reviews were very good, but it was also hard for me to get that recognized sometimes. I didn’t apply for a lot of roles, because if I apply for a role, I have to really think it would suit me.
But I think a key thing is to always believe in yourself and be good at what you do.
Believe that you’re good in what you do and do a good job because sooner or later it will be. It’s hard because we have so many advisors. It’s not that everyone can do exactly what I have done, but there’s always a career path to somewhere. There are a lot of advisors that work as quality coaches or I know people that work as recruiters, HR, so there are many different paths to take.
Q. Do you have any advice to the newcomers in Concentrix + Webhelp?
Be interested like I was. When I applied for the role, I showed my interest and I talked to recruitment. During my interview I think I showed what I can do for the role in a way that they thought – okay, this is the right guy for the role. So maybe -
be a salesman of yourself or what you can add for value.
Feeling inspired?
Check out our open vacancies for your chance to take the next step in your career. Who knows, maybe a few years later you'll look back at this as your kick-off point?
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