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Call Listener Jobs (NOW HIRING)

YMCA of Greater Dayton

Call Center Coordinator

Dayton, OH · On-site

$16 - $19.20/hr

Call Center Coordinator Association Services Office Dayton, OH Full-Time/Non-Exempt $16.00-$19.20 ... Ability to complete YUSA's Listen First training module. * Excellent leadership and communication ...

YMCA of Greater Dayton

Call Center Coordinator

Dayton, OH · On-site

$16 - $19.20/hr

Description Call Center Coordinator Association Services Office Dayton, OH Full-Time/Non-Exempt $16 ... Ability to complete YUSA's Listen First training module. * Excellent leadership and communication ...

YMCA of Greater Dayton

Call Center Coordinator

Dayton, OH

$16 - $19.20/hr

Description Call Center Coordinator Association Services Office Dayton, OH Full-Time/Non-Exempt $16 ... Ability to complete YUSA's Listen First training module. * Excellent leadership and communication ...

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How much do call listener jobs pay per hour?

As of Jun 23, 2026, the average hourly pay for call listener in the United States is $17.91, according to ZipRecruiter salary data. Most workers in this role earn between $15.38 and $19.23 per hour, depending on experience, location, and employer.

What are some common challenges faced by Call Listeners, and how can they effectively manage them?

Call Listeners often encounter challenges such as handling emotionally charged conversations, maintaining focus during long shifts, and accurately recording information under time constraints. To manage these challenges, it's important to develop strong active listening skills, practice self-care to avoid burnout, and utilize organizational tools or templates for note-taking. Regular team debriefings and support from supervisors also help Call Listeners process difficult calls and continuously improve their performance.

What are the key skills and qualifications needed to thrive as a Call Listener, and why are they important?

To thrive as a Call Listener, you need strong active listening, attention to detail, and communication skills, often supported by a high school diploma or equivalent. Familiarity with call center software, customer relationship management (CRM) systems, and basic computer proficiency is typically required. Patience, empathy, and the ability to remain calm under pressure are crucial soft skills in this role. These abilities ensure accurate information capture, provide support to callers, and contribute to positive customer or client experiences.

What is the difference between Call Listener vs Call Center Agent?

AspectCall ListenerCall Center Agent
Primary RoleMonitoring and analyzing calls for quality assuranceHandling customer inquiries and providing support
Required SkillsActive listening, communication, analytical skillsCommunication, problem-solving, customer service
Work EnvironmentCall monitoring rooms, quality assurance departmentsCall centers, customer service departments
CertificationsNone typically required, but quality assurance training helpfulCustomer service certifications often preferred

While Call Listeners focus on monitoring and evaluating calls to ensure quality standards, Call Center Agents directly interact with customers to resolve issues and provide assistance. Both roles are essential in customer service operations but differ in responsibilities and daily tasks.

What does a Call Listener do?

A Call Listener is responsible for monitoring and evaluating phone calls, typically within customer service or call center environments. Their main tasks include listening to recorded or live calls to assess the quality of customer interactions, ensuring compliance with company policies, and identifying areas for improvement. Based on their evaluations, they provide feedback to staff and help develop training programs. This role is important for maintaining customer satisfaction and upholding service standards.
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Call Listener jobs near you
Call Center Coordinator

Call Center Coordinator

YMCA of Greater Dayton

Dayton, OH • On-site

$16 - $19.20/hr

Full-time

Posted 8 days ago

Job description

Call Center Coordinator

Association Services Office

Dayton, OH

Full-Time/Non-Exempt

$16.00-$19.20/Hourly

This position requires an in-office presence.  Hours are 11:30am-8:30pm

Position Summary:
Assists in monitoring the call center team's productivity. Oversees the effective and efficient teamwork of all staff and may also be tasked with assisting with hiring, scheduling, and other leadership responsibilities, as needed.
 
At the YMCA, We are welcoming: we are open to all. We are a place where you can belong and become. We are genuine: we value you and embrace your individuality. We are hopeful: we believe in you and your potential to become a catalyst in the world. We are nurturing: we support you in your journey to develop your full potential. We are determined: above all else, we are on a relentless quest to make our community stronger beginning with you.
 
Essential Functions:
  • Works closely with the team, motivating and coaching team members as needed, to positively affect performance.
  • Keeps up to date with business development and changes in policy or procedures.
  • Reports any issues or concerns to the Director of Call Center Operations
  • Manages day-to-day line activities, prioritizes, and makes risk/impact assessments within existing processes and procedures.
  • Answers inbound calls as needed or directed by the Director of Call Center Operations
  • Ensures training and development plans are maintained for all team members.
  • Uses association methodology, team input and own initiative to ensure attendance and daily goals are met.
  • Supports the Director of Call Center Operations to highlight operational risks and areas for improvement.
  • Keeps up to date with any industry changes affecting the business and relays this knowledge back to the team.
  • Escalates any appropriate problems to senior management.
 
Qualifications:
  • High school diploma or equivalent.
  • Must be at least 18 years of age.
  • Minimum of 2 years’ experience within a contact center environment required. Experience in customer service preferred.
  • Ability to complete YUSA’s Listen First training module.
  • Excellent leadership and communication skills with the ability to work and communicate in a positive manner.  
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations.
  • Proficient computer skills, including Microsoft Office.
  • A strong commitment to nonprofit, mission-based work.
  • Must be able to multi-task, problem solve and prioritize tasks.
  • Ability to exercise poise, tactfulness, diplomacy and maintain confidentiality.
  • Exemplifies YMCA values, leadership qualities and professional image.
  • Enjoys building genuine relationships and is able to build rapport and credibility quickly.
  • Genuinely cares about helping others reach their full potential.
  • Ability to work flexible hours, including evenings and weekends, as well as overtime.
  • Thrives working in a fast-paced work environment, strives to meet/exceed performance goals and has passion for the Y cause.
  • Ability to relate effectively to diverse groups of people from all social and economic segments of the community.
  • Embraces change and the opportunity to perform other related duties as assigned.
  • Bilingual (English/Spanish) is desired, but not required.