Profile: Marilyn Dickson, Origin Energy
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Marilyn Dickson
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What do you do?
I’m Call Centre Manager for Origin Energy.
Describe a typical work day.
Lots of meetings - with team leaders, work taskforce, staff about new developments within industry, new processes etc.
What results are expected in your position?
- To achieve regulatory requirements
- To meet budget
- To increase morale of the call centre and encourage staff to take ownership of their role
How did you get here? What has been your career path?
I’ve been at Origin for 3 years, spending 2 of these years in back office operations including billings. Then moved into the Call Centre Manager role in January 2005.
What's your career highlight?
Moving from back office to a call centre manager role.
What's the best and worst thing about your job?
Best thing – the people
Worst thing – customers that misunderstand things
How important is it to plan your career? Have you?
Very important. Always seek career advice before taking the next step.
What did you want to be when you grew up?
A nurse.
What is your dream job?
To manage the “Call Centre of the Year”.
What is the most important factor in a successful career?
Being passionate about what you do and believing in yourself.
Any tips on how to get and stay ahead?
- Stay focussed
- Set goals and plans that are achievable
- Learn something new everyday
How do you maintain balance between your work and personal life?
Keep disciplined about the amount of time spent at work. Plan your time well.
How do you encourage loyalty with your staff and clients?
By giving loyalty and earning respect.
What are the important qualities required to be a good manager?
People skills, respect, patience, appreciation, loyalty and time management
What do you think the biggest issue in your field is - and what should be done about it?
Attrition and absenteeism. Offer staff more variety in their roles, for example project work, offer a career path if possible. Value your staff.
If you could invite five people, living or dead to dinner, who would they be?
- Marilyn Monroe
- Winston Churchill
- Bruce Willis
- Peter Gration
- Whoopi Goldberg
Who has been the biggest influence on your career? And who do you admire the most?
My foster mother.
What or who are you incapable of working without?
Team Leaders and the Workforce Management team.
What do you think employees want from their employer? And what does your company do for its staff that you feel is different from what other companies provide?
Appreciation. Reward and recognition.
