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Call Listener Jobs in Maryland (NOW HIRING)

Unisys

Call Agent

Rockville, MD · On-site

$15.25 - $20.25/hr

... trainer listen in on their initial calls. * Most of the calls will be from broker-dealers ... On average, call handle time is under 6 minutes, so these are generally short calls. It is very ...

New

AFCO LLC

Call Center Operator - All Shifts

Bethesda, MD · On-site

$23/hr

... listening. · Ability to problem solve · Ability to analyze customer issues, identify the root ... call center-specific technologies. · Ability to adjust to different situations, customer needs ...

Health Care

Call Center Specialist

Baltimore, MD · On-site

$16.75 - $20.75/hr

Listen carefully to callers, assess their needs, and connect them with the appropriate services ... As a Call Center Specialist, you'll have the opportunity to: * Make a meaningful impact every day ...

VECra Inc.

Customer Service Call Center Agent

Lanham, MD · On-site

$18.50/hr

Call Center Agent (Full-Time, Remote) Location: Remote Company Overview VECRA, Inc. is a service ... Excellent listening skills with the ability to understand, not just respond. * Punctual and self ...

VECRA Inc

Customer Service Call Center Agent

Lanham, MD · On-site

$18.50/hr

Call Center Agent (Full-Time, Remote) Location: Remote Company Overview VECRA, Inc. is a service ... Excellent listening skills with the ability to understand, not just respond. * Punctual and self ...

VECRA Inc

Customer Service Call Center Agent

Lanham, MD · On-site

Call Center Agent (Full-Time, Remote) Location: Remote Company Overview VECRA, Inc. is a service ... Excellent listening skills with the ability to understand, not just respond. * Punctual and self ...

VECra Inc.

Customer Service Call Center Agent

Lanham, MD · On-site

$18.50/hr

Call Center Agent (Full-Time, Remote) Location: Remote Company Overview VECRA, Inc. is a service ... Excellent listening skills with the ability to understand, not just respond. * Punctual and self ...

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Call Listener information

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 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 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 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 are popular job titles related to Call Listener jobs in Maryland?

For Call Listener jobs in Maryland, the most frequently searched job titles are:

What job categories do people searching Call Listener jobs in Maryland look for?

The top searched job categories for Call Listener jobs in Maryland are:

What cities in Maryland are hiring for Call Listener jobs?

Cities in Maryland with the most Call Listener job openings:

Call Listener jobs near you
Infographic showing various Call Listener job openings in Maryland as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 15% Part Time, and 5% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution.

Call Agent

Unisys

Rockville, MD • On-site

$15.25 - $20.25/hr

Other

Posted 2 days ago

New

Unisys rating

5.4

Company rating: 5.4 out of 10

Based on 23 frontline employees who took The Breakroom Quiz

209th of 226 rated it services

Job description

Job Title: Support Center / Call Center Agent

Location, Rockville, MD

Duration: 12+ Months


Role:

  • This is an inbound call center.
  • Our Support Center is open Monday-Friday from 8 AM to 8 PM EST with different shifts.
  • You will be computer-bound, expected to be in a call queue, fielding outbound calls the entire day.
  • You will receive 2-3 weeks of training, including shadowing/mirroring the trainer’s calls, and having the trainer listen in on their initial calls.
  • Most of the calls will be from broker-dealers, investors, registered representatives, and other industry professionals and will involve password reset requests and registration questions.
  • On average, call handle time is under 6 minutes, so these are generally short calls. It is very rare to get upset calls.


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