9 Purposeful Leadership Traits for Call Center Leaders

We all occasionally practice these 9 traits of leaders.  Engaging, successful leaders in call center management and most industries practice them frequently and on purpose.  

These traits are built on an empathy foundation.  So, if you like people and genuinely want to practice “servant leadership”, these nine guiding principles will sound familiar.  But, if you have a dark “zero-sum-game” attitude, your warped ego will probably reject these principles.  You “hurt others” folks can stop reading right now.  

Here are nine empathy-based actions toward being a caring leader on purpose:

1. Be early.  This trait has a subtle leadership quality.  Here are the seven advantages of arriving early for any meeting, class, event or family activity –  

• you get the best seat
• you can compare notes with others
• you aren’t rushed
• you can help the host set-up and gain brownie points
• you can get a preview and be prepared to participate
• you can listen to the habitual late-comers make excuses
• you gain street cred and can leave early without regret.

Oh, the advantages of being late – zero.

2. Be curious. Interesting people are those that are interested in you.  Interested people ask you great questions, stay on the subject, enjoy your company and learn something from you.  Some are naturally curious and others, like most of us, learn how to be curious.

Like the question “if a genius and a moron had a conversation, who would learn something?”  The answer is – the genius, because s/he is always curious and always learning. Try to be the most interested person in the room.  Dale Carnegie would be proud of you.

3. Always be learning.  This trait complements curiosity.  Curiosity can be spontaneous, while learning is purposeful.  Taking a class or learning a new game that stretches your mind, body and soul and can help your relationship with others. 

Empathetic leaders show their human side by “putting themselves out there” and are always learning something new.  Plus, they have something fresh to discuss with others.

4.Say “You’re welcome.”  Leaders (and nice people) usually have good manners and etiquette.  Instead of saying “no problem”, “no worries”, “it was nothing”, “you bet”,  saying “you’re welcome” is a perfect complement for a compliment.  It’s positive and focused on the other person.

5. Show your emotions.  Have you ever read the “I Have a Dream” speech by Martin Luther King, Jr.?  Reading this speech does not have the same impact. BUT, to listen to Dr. King’s powerful voice, perfect enunciation of key phrases and impeccable timing, you HEAR and FEEL his passion. 

Using the TONE of your voice to show core emotions – mad, sad, glad, scared – can be a powerful trait.  Your tone shows your emotions and that’s a good thing. Showing your emotions makes you human.

6. Be positive.  We all have that co-worker or family member that is ALWAYS negative and always telling you something negative about others.  Run away from negative people!! 

Run toward positive, active people.  Hang with people that say things like “it’s great to see you”, “I like our progress”, “terrific idea”.   They will make your day and uplift you to do the same.

7. Mentor Madness.  Leaders and other positive, curious learners are always searching for wisdom.  Accelerating wisdom can happen by being around wise people. However, wise people can’t be wise at everything.

So, find mentors in every part of your life – a fitness mentor, a vocational mentor, a technology mentor, a spiritual, emotional, relationship mentor. Leaders are usually flattered when asked to share their wisdom and experiences. So, ASK THEM!

Mentors give you perspective and, having multiple views gives you an optimal view of life.  They also help you refine your thought processes, behavior and leadership language. Very powerful!!

8. Practice makes permanent.  Not perfect, but permanent.  Empathetic leaders are always learning, reaching out to mentors, showing emotions and PRACTICING different approaches to their trade.  Bad habits become permanent when no change is made.

Boring meetings become dreaded when the same thing occurs every time.  Sameness is important in the manufacturing process. Every product needs to be the same.  BUT, in leadership, sameness is the enemy.

Leaders manage change.  Leaders recognize bad patterns and make sure they don’t become permanent.  It’s called situational awareness.

9. Ask “what if” questions.  The ninth trait of a leader is being a world-class question asker.  The leader usually is not the person with all the right answers. S/he is the one asking the thought-provoking questions that lead the GROUP to forward-moving actions. 

A leader recognizes paradigms and can decide which ones are good and which ones need busting.  The old school leaders ask “WHY” questions and get everybody defensive and talking about the past. 

The new school leaders want to move forward.  They want to learn from the past and empower everyone to be creative.  “WHAT IF” questions churn those creative juices. Yes, you’ll have some crazy scenarios, but you can also create some very sane alternatives, too.

CONCLUSION 

All these empathy-based traits are free.  You only spend time, which is the same for everybody.  Saying the right things with the right tone and intention will position you to be a leader, and at the very least, make you more fun to be around.  And, make your life really cool, on purpose.

Are you looking for more leadership and communication advice with a sense of humor? Download chapters of Greg Alcorn’s latest book, 7 Dumb Things We All Say,  HERE.