From Technical Support Specialist to Regional Manager
Vitalijs' journey
2017
Technical Customer Support Specialist
2018
Team Lead
2021
Operations Manager
2021
Senior Operations Manager
2023
Regional Operations Manager
"Thinking that you're incapable of doing something is a waste. Even if you do fail - sometimes a bad experience is more valuable than a good one. So my advice is to just try. "
As of October 2023, Vitalijs will mark six years working at Webhelp. During this time, he has managed to grow from helping people solve their problems, to being responsible for the results of two of our offices - each at a different side of Europe. We sat down with Vitalijs to find out - how did he get there?
Q. When and how did you start working at Concentrix + Webhelp?
I think it was October of 2017 - I started in a Technical Customer Support role. The beginning was cool - I had spent about 10 years as a waiter, bartender, restaurant admin and my whole life was related to the hospitality industry. I had worked in USA, Cyprus and Greece on exchange programs. Then I saw the Concentrix + Webhelp vacancy - I didn't really know what it was, but I knew it would be an office job. I quickly got a call back, an interview and was hired.
Q. How do you remember your time as a Customer Support Specialist?
I was very happy, because I didn't have to work with people face to face, I had a desk and could sit with no pressure of running around all day.
It was a little stressful at first, because you can’t see the person. When you have a complicated situation with a client in real life, you can read their emotions and body language, which makes the situation easier to manage. It was also strange to have colleagues sitting next to me and being able to hear everything I was saying. There was a time when my results weren't very good, but I managed to become a top performer with time.
Q. What has been your career journey since then?
After 9 months in a Customer Support role, I was promoted to a Team Lead position, in which I spent three years. Then, I had an opportunity to help with the opening of a new site in Daugavpils in the beginning of 2021. After that, I got the offer to work as an Operations Manager. I spent more than a year in that role, then got promoted to a Senior Operations Manager role. Currently I am a Regional Operations Manager.
Q. Can you describe what you do as a Regional Operations Manager?
I am responsible for two sites - Daugavpils (Latvia) and Glasgow (United Kingdom). Each of them has more than 300 employees. I have to make sure that the sites reach the performance goals that have been set for them. Day-to-day I work with site leads and the client. It's a lot of different meetings where we discuss possible improvements, workload plans, present our results and deal with extra situations.
Q. What has been the biggest challenge in your career?
The biggest challenge was working with myself and my mindset - realizing that I can't do everything by myself, and I have to work in a team.
I would say it's the career growth opportunities. The work is interesting and not monotone. I can make decisions for myself - when I will have meetings, if I want to finish up my work now or do it in the evening. You also never know what will happen tomorrow. On one hand, a routine is nice, but it's not healthy - our brains need challenges. So far, I haven't had any reasons to consider leaving. And I like the company logo (laughs).
Q. What has helped you advance your career?
I want to do everything right, so that nobody can come and point fingers to things I have done wrong. It's like the feeling you get when you earn a good grade. (Did you get good grades in school as well?) No, not at all. Maybe that's why I'm compensating right now.
I don't like gambling, but I get a similar excitement when delivering my results.
I want to do everything right, so that nobody can come and point fingers to things I have done wrong. It's like the feeling you get when you earn a good grade. (Did you get good grades in school as well?) No, not at all. Maybe that's why I'm compensating right now.
Q. Do you have any advice to the newcomers in Webhelp?
You just have to put yourself out there and try. You shouldn't think - maybe I won't succeed in something or I lack knowledge. If you apply for a vacancy - it's up to HR and Managers to decide if they will hire you. And if they make the decision, it's on them. You have to show up and be ready to work, even if you're unsure you'll be able to handle it. But the people who made the decision know - and it's their responsibility to teach and support you. Thinking that you're incapable of doing something is a waste.
Even if you do fail - sometimes a bad experience is more valuable than a good one. So my advice is to just try.