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Call Listener Jobs in Illinois (NOW HIRING)

Burroughs

Call Management Associate

Elmhurst, IL · On-site

$18 - $24/hr

Document service call actions in Burroughs Service Center system. * Work with the District Managers ... Listening, patience, and strong communication (oral/written). * Ability to work independently.

BCU

Spec, Call Center Service Delivery

Vernon Hills, IL · On-site

$22/hr

Do you have great active listening skills? We are looking for professional individuals to service our members in our fast-paced call center. The primary purpose of this role is to provide best in ...

Memorial Health

Call Center

Springfield, IL

$17.14 - $26.56/hr

Demonstrates excellent oral and written communication, customer relations, and listening skills. Must demonstrate the ability to persuade and negotiate effectively. Responsibilities Principal Duties ...

Decatur Memorial Hospital

Call Center

Springfield, IL · On-site

$15.25 - $19.75/hr

Demonstrates excellent oral and written communication, customer relations, and listening skills. Must demonstrate the ability to persuade and negotiate effectively. Responsibilities Principal Duties ...

Unifin, Inc

Quality Assurance Analyst

Niles, IL · On-site

Conduct daily, weekly, and monthly sample testing, including call listening, case reviews, opportunity tracking, and reporting findings. * Monitor, evaluate, and score dispute cases against ...

Unifin, Inc

Quality Assurance Analyst

Niles, IL · On-site

Conduct daily, weekly, and monthly sample testing, including call listening, case reviews, opportunity tracking, and reporting findings. * Monitor, evaluate, and score dispute cases against ...

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Call Listener information

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.
What are popular job titles related to Call Listener jobs in Illinois? For Call Listener jobs in Illinois, the most frequently searched job titles are:
What job categories do people searching Call Listener jobs in Illinois look for? The top searched job categories for Call Listener jobs in Illinois are:
What cities in Illinois are hiring for Call Listener jobs? Cities in Illinois with the most Call Listener job openings:
Call Listener jobs near you
Infographic showing various Call Listener job openings in Illinois as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 77% Full Time, 15% Part Time, and 6% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution.

Call Management Associate

Burroughs

Elmhurst, IL • On-site

$18 - $24/hr

Full-time

Re-posted 24 days ago

Job description

With over 140 years of innovation and service excellence, Burroughs keeps technology running for some of the largest financial institutions and retailers across North America. Through our North American network of field service professionals and digital support teams, we deliver full lifecycle management for payment and transaction automation, self-service, robotic, and IoT technologies—ensuring our customers experience maximum uptime and performance every day.

At Burroughs, we believe in growing our people as much as we grow our technology services. Many of our leaders began their careers in the field, and their success stories continue to inspire new generations of technicians, engineers, and support professionals. Our work is diverse, dynamic, challenging, and rewarding—but for those with curiosity, integrity, and a drive to learn, Burroughs is a place to build a lasting and meaningful career.


Job Summary:

Provide real-time management of maintenance and project service calls to ensure that Burroughs technicians are as efficient as possible, and that customer SLAs are met to the greatest extent possible with existing Field Service staffing. The objective of this role is to ensure customer satisfaction and Field efficiency, and at the same time eliminate the day-to-day call management workload from the District Manager.

Essential Functions/Key Responsibilities:

  • Monitor service and project calls for assigned region, reassign calls based on SLA requirements, technician availability, and technician location.
  • Demonstrate understanding of assigned territory such that reassignment of calls can be effectively handled based on technician’s current location.
  • Answer customer escalations for assigned region, coordinating with Service Technicians and District Managers.
  • Alert District Manager of at-risk SLAs and service issues that cannot be resolved.
  • Document service call actions in Burroughs Service Center system.
  • Work with the District Managers in assigned region to understand technician and overall region objectives and desired targets/results for technician efficiency and customer satisfaction. Perform call management functions to contribute to these overall objectives and targets.

Knowledge, Skills and Abilities:

  • Knowledge of assigned territory to and technicians to enable optimal call management.
  • Knowledge of Burroughs’ systems and procedures for handling and documenting calls.
  • Customer Service.
  • Listening, patience, and strong communication (oral/written).
  • Ability to work independently.
  • Ability to exercise sound judgement and make good decisions.
  • Team centered / work well with co-workers to resolve issues and problems.
  • Analysis and problem solving.
  • Punctual and reliable.
  • Multi-tasking.
  • Work well in fast-paced ever-changing environment.
  • Attention to detail.
  • Initiative.

Physical Requirements and Working Conditions:

  • This is largely a sedentary role, requiring use of typical office equipment such as computer, laptop, and cell phone.
  • Office position.

Education and Experience:

  • High school diploma or GED.
  • Prior customer service or equivalent problem-solving experience required.
  • Effective use of Microsoft applications including Windows, Outlook, Excel, and Word.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the team member for this job. Duties, responsibilities and activities may change at any time with or without notice depending on company/client requirements.


Burroughs is an Equal Opportunity Employer and Drug Free Workplace. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disability.