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Call Listener Jobs in Kitchener, ON (NOW HIRING)

Driven Brands, Inc.

Customer Support Rep

Hamilton, ON

CA$19.35/hr

Minimum 2 years of call centre experience * Bilingualism English/Spanish and/or French is an asset not required * Strong communication skills (reading, writing, speaking, listening) * Sales ...

Definity Financial

Dual Line Adjuster

Waterloo, ON · Hybrid

CA$51K - CA$94K/yr

Support new and inquiry call centre queues * Confirm coverage under customer policies and explain ... Build trust through active listening and empathetic communication * Provide clear, supportive ...

Essilor

Associate Optometrist (Guelph, ON)

Guelph, ON · On-site

Explain each step of the eye exam; listen carefully to patients/customers * Utilize available tools ... call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id ...

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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.
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Call Listener jobs near you
Mental Health Therapist, First Call Care (Bilingual French)

Mental Health Therapist, First Call Care (Bilingual French)

Homewood Health

Guelph, ON • On-site

Full-time

Posted 22 days ago

Job description

Make a difference in a growing, innovative mental health organization and centre of excellence in people-centered care. Work with supportive colleagues who are passionate about improving lives and champions for quality and continuous learning.

As a Bilingual Mental Health Therapist, First Call Care, you will be an integral part of a collaborative team focused on delivering seamless services and programs to our clients and customers. If you are looking for a company that is constantly moving forward in pursuit of successful outcomes, get ready to love it here!

What you’ll be doing:

  • Deliver EFAP services and other clinical services as assigned, including confidential counselling, case management, direct clinical services and assessments
  • Provide quick, effective telephonic assessments, via calls on queue and through Meet Now function, on issues regarding client behaviour and emotional health, family, wellness, work issues and other personal matters, and in crisis situations
  • Provide tangible strategies that the client can implement on their own
  • Receive case assignments, establish treatment plans, complete case progress notes and determine case closure through the Clinical Manager
  • Develop outlines for specific plans of action with each client under regular supervision
  • Complete a comprehensive psycho-social assessment on clients as needed
  • Conduct risk assessments and support suicide or other risk prevention interventions
  • Complete intervention notes and any other tracking documents as needed
  • Maintain established service level and direct service targets
  • Consult with the Stay at Work Clinical Management team as necessary and work collaboratively with colleagues to ensure timely and effective service delivery
  • Lead workshops as required and where personal competencies and time allows
  • May also provide Crisis Management Services (CMS) on an as-needed basis

    What we’re looking for:

    • Master’s degree in Counselling, Social Work or Psychology
    •  Registration, in good standing with relevant governing body, as Social Worker, Psychologist, Marriage & Family Therapist or Canadian Certified Counsellor
    • 2 – 3 years’ clinical experience with a continuum of mental health and situational problems, including experience and training in solution-oriented and/or cognitive behavioral short-term therapies
    • Crisis hotline, telephonic counselling and/or EFAP experience is preferred
    • Excellent verbal and written communication and active listening skills in both French and English
    • Skilled with risk assessment, on-line research and demonstrated resourcefulness in locating and accessing emergency and/or community resources across Canada
    • Empathetic to client concerns with exceptional customer service delivery in person and on the phone
    • Flexible with a creative approach to single-session counseling and passionate about helping to create immediate change by focusing on client’s strengths
    • Awareness and acknowledgement of the value of using measurement-based care when supporting patients/clients to help guide clinical decision making; experience an asset

        English language skills are required as this role supports, communicates and/or collaborates with both French and English-speaking clients and/or colleagues nationally.

        Why work with us

        Homewood Health is Canada’s largest and leading service provider for medically focused, evidence-based treatment of mental health and addiction disorders. Our organizational culture values service excellence, integrity, collaboration and innovation. Our people make a difference!

        As an equal opportunity employer, Homewood Health is committed to employment accessibility, diversity, equity and inclusion. For this reason, we encourage applications from members of equity-seeking groups including women, racialized and indigenous communities, persons with disabilities, and persons of all sexual orientations and gender identities/expressions.

        Join us at Homewood Health™ and be part of a diverse team helping Canadians live healthier, more productive and fulfilling lives.

        This job posting is for an existing vacant position within the organization.

        #homewoodishiring

        Apply