Ep #12 - Leading Human: Developing Leaders in the Age of AI w/ Alisha (Ali) Joseph

Guest: Alisha Joseph — I've built contact center operations from both sides of the table as a brand leader & inside a BPO/AI tech company. That perspective is rare & right now, I'm looking for my next role where it matters. What I Do: I'm a contact center operations people leader with 15+ years scaling teams, recently implementing AI-enabled automation, partnering across teams & coaching frontline leaders to deliver results that stick. I've reduced service risk by 80%, cut quality breaches by 50%, improved CSAT from 4.0 to 4.8, and increased productivity by 49% across startups, BPOs, and high-volume tech. I've led internal teams a Invisible Technologies, Tovala, ShipBob, Uber Freight & Grubhub. I've managed BPO partnerships across South Africa, Columbia & Dominican Republic. I've implemented automation workflows that improved tier one workflows reduced SLAs & improved data accuracy. What Sets Me Apart: Most leaders have only seen one side: either managing internal teams or working with partners. I've done both. I know what brands need from their BPOs and what it takes to actually deliver it. I understand SLA pressure, cultural nuance, vendor accountability & the operational realities that make or break partnerships. I've also built frameworks. I created PERFORM™ and M2S™, leadership methodologies for mid-level contact center leaders. What I'm Looking For Currently: I'm open to Operations Manager/Senior Operations Manager, Director of Operations, or HR Business Partner roles in Support, Success, CX, or operational support environments, Including BPOs My Ideal Company Fit: Organizations scaling contact center operations (internal, BPO, or hybrid) Companies implementing AI/automation in customer support Teams that value people-first leadership & data-driven performance Environments where brand-BPO partnership strategy matters Connect with me If: ✅ You're hiring for contact center ops or people ops leadership ✅ You're scaling support and need someone who's done it ✅ You value leaders who build sustainable performance & values employees. ✅ You want someone who understands strategy AND execution I write Coffee, Chaos & Customer Support, a weekly newsletter about leadership and the real challenges support teams face. Featured: Next in Queue • The KPI Podcast • Support Driven Leadership Summit (2025 Speaker Austin, TX) 📩 alishajoseph2021@gmail.com- Email me!

Summary In this episode of The Human Protocol, host Michael Salomon engages with Alicia Joseph, a leadership development expert, to explore the evolving landscape of leadership in the age of AI. They discuss the importance of empathy in leadership, the necessity of adapting to AI's impact on work, and the significance of real-time feedback and coaching. Alicia shares her journey into leadership, emphasizing the importance of purpose over title, and offers practical advice for organizations and individuals navigating the integration of AI into their operations. The conversation highlights the need for a human-centric approach in leadership, especially as technology continues to advance. Takeaways Leadership is a responsibility, not just a job title. Empathy is essential for effective leadership in the AI era. Real-time feedback and coaching are crucial for leadership development. AI cannot replace the human element in leadership. Understanding your team's individual needs is key to successful leadership. Organizations must have a clear strategy for integrating AI. Leaders should not fear admitting they don't have all the answers. Research is vital for AI founders to understand their market. Policies around AI should allow for flexibility and learning. Young leaders should embrace technology and learn continuously. Chapters 00:00 The Human Element in Leadership 05:58 Ali's Journey into Leadership 11:04 The Essence of Leadership 14:27 Navigating AI in Leadership Development 24:25 Real-Time Learning and Development with AI 32:19 Getting Started with AI in Leadership 37:25 Unlocking AI and Automation Benefits 39:16 The Future of Leadership: Empathy Matters 41:35 Navigating Change with Empathy 44:32 The Importance of Empathy in Leadership 45:01 Advice for Aspiring Leaders 51:52 Integrating AI: Strategy is Key 55:51 Advice for AI Founders 01:00:01 Policy Making in the Age of AI 01:02:43 Advice for the Next Generation 01:05:12 Closing Thoughts: Embracing Humanity

Conversation Summary

In this episode of The Human Protocol, Mykel Salomon and leadership expert Alisha Joseph discuss the nuances of leadership development in an AI-driven world. The conversation zeroes in on the role empathy plays as a critical component of effective leadership and the importance of preparing teams for AI's inevitable impact. As Alisha shares insights from her extensive experience, she emphasizes the necessity of embracing purpose over titles, adapting to technology while preserving the human element, and strategic integration of AI within organizations. This dialogue explores the complexities leaders face today and highlights the importance of maintaining a human-centric approach amidst technological advancements.

Leadership is rooted in responsibility, not titles

Alisha Joseph insists that leadership transcends job descriptions and titles. It involves a deeper responsibility where the focus is on growing and empowering others. Leadership, she argues, starts with understanding this essential role and helping others see potential paths they may not have considered for themselves.

Empathy is crucial for 21st-century leadership

In navigating the AI landscape, empathy remains indispensable. Joseph argues that AI cannot replicate the nuanced understanding and care humans offer. Leading with empathy fosters a supportive environment necessary for addressing both human and technological challenges.

AI integration requires clear organizational strategy

Both speakers stress the importance of a well-articulated strategy when organizations look to integrate AI. It's not enough to jump on the AI bandwagon; companies need to consider how AI can align with their goals and understand their specific needs to leverage technology effectively.

Real-time feedback enhances leadership development

Alisha champions the idea of real-time coaching facilitated by AI as a way to develop leadership skills more dynamically. This method allows leaders to provide immediate feedback, tailoring guidance to individual needs and fostering continuous improvement.

A diverse team strengthens AI tool development

Alisha emphasizes the importance of diversity in teams working on AI solutions. Understanding diverse customer needs and reflecting that in AI tools enhances the overall customer experience and ensures broader applicability and success of AI implementations.

Final Thoughts

The discussion reinforces the notion that while AI offers groundbreaking tools and capabilities, leadership remains a deeply human endeavor. Empathy, understanding, and connection are irreplaceable qualities that technology cannot supplant. As organizations move forward in adopting AI, maintaining a balance between technological innovation and human-centered leadership will be crucial for long-term success.

Key Takeaways

Frequently Asked Questions

How can leaders prepare their teams for AI integration?

Leaders should develop a clear understanding of AI’s role, communicate transparently with their teams about changes, and focus on providing training that emphasizes the synergy between human skills and AI capabilities.

Why is empathy critical for leaders in the AI era?

Empathy is essential because it enables leaders to understand their team’s needs and challenges, facilitating a supportive environment where employees can adapt effectively to change and innovation.

What strategies can organizations use to integrate AI effectively?

Organizations need to craft a detailed strategy that assesses their specific needs, aligns AI integration with business goals, and ensures thorough communication and training to support seamless adoption.

How can AI support real-time leadership development?

AI can track performance and provide instant feedback, helping leaders address issues promptly and tailor their coaching to individual team members’ needs, thus fostering continuous personal and professional growth.

What challenges might arise from not having a diverse team in AI development?

Lack of diversity can result in AI tools that fail to address the needs of a broader audience, leading to less effective solutions that don’t resonate with diverse customer bases or align with varied use-cases.