1. People Skills. A good leader is one that people are willing to follow. One that sets the right example. One that people know what he/she is thinking. A person that is not afraid to go against the grain in defense for the team. A person who actually "talks" to the front line staff and listens. Knows all the employees' names!
2. Understanding of the metrics (KPIs). Able to be honest about metrics when someone asks and is willing to take the hit when the metrics are in the tank.
3. Understanding how everything comes together. You need to be able to communicate the technology, the processes and systems, the total calls and times, etc. How it all comes together. The call center is much more complicated that what the executives in the ivory tower actually think. There are many breathing people who need attention