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Call Listener Jobs in Manchester, CT (NOW HIRING)

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Call Listener information

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$10

$18

$25

How much do call listener jobs pay per hour?

As of Aug 16, 2026, the average hourly pay for call listener in Manchester, CT is $18.09, according to ZipRecruiter salary data. Most workers in this role earn between $15.53 and $19.42 per hour, depending on experience, location, and employer.

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 Manchester, CT?

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

What job categories do people searching Call Listener jobs in Manchester, CT look for?

The top searched job categories for Call Listener jobs in Manchester, CT are:

What cities near Manchester, CT are hiring for Call Listener jobs?

Cities near Manchester, CT with the most Call Listener job openings:

Call Listener jobs near you

Call Center Representative (211 Contact Center Specialist Crisis) - 3rd Shift Hybrid

United Way of Connecticut Inc.

Rocky Hill, CT • On-site

$24 - $26.60/hr

Full-time

Medical, Retirement, PTO

Re-posted 4 days ago

Job description

2-1-1 Crisis Contact Center Specialist - Third Shift Location: Rocky Hill, CT (Hybrid after training) Schedule: Third Shift Typically 11:00 PM - 7:00 AM Pay: $24.00 - $26.60/hour Be the Lifeline Someone Needs - Join Our 211 Crisis Contact Center Team!
Are you calm under pressure, compassionate at heart and ready to make a real difference? United Way of Connecticut is looking for everyday heroes to join our Third Shift Crisis Contact Center Specialists team. This isn't just a job-it's a chance to be the voice of hope when someone needs it most. When people are facing their hardest moments, you'll be the one who answers the call-literally. Your presence matters, and your impact will be felt every single day.
Why You'll Love This Role
  • Competitive Pay - $24.00-$26.60/hour based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
  • Hybrid Schedule - after training, enjoy flexibility with 4 remote days and 1 in-office day.
  • Mission-Driven Work - help people in crisis find safety, stability and hope.

What You'll Do
  • Be the calm in the storm: Answer calls, texts and chats from individuals in emotional or mental health crises.
  • Provide compassionate support and use proven techniques to de-escalate situations.
  • Connect callers to life-saving resources-whether it's community providers, mobile crisis teams or emergency services.
  • Document interactions clearly to ensure continuity of care.
  • Work as part of a supportive team that always has your back.
A Day in the Life
  • You'll help someone struggling with anxiety find peace.
  • You'll listen to someone in distress and guide them toward hope.
  • You'll never handle crises alone, collaboration is key.
We've Got You Covered
  • Paid, comprehensive training before you take your first live call.
  • Ongoing coaching and supervision.
  • Clear protocols and escalation pathways.
  • A workplace culture that prioritizes your wellbeing and understands compassion fatigue.
Schedule & Environment
  • Most schedules are primarily third shift, typically 11:00 p.m.-7:00 a.m. However, some schedules may include a combination of second- and third-shift hours based on operational needs.
  • Full-time position in a 24/7 operation
  • Hybrid schedule after training (4 days remote, 1 day in office)
  • Must be available to work holidays or during inclement weather as required
  • Training on-site: Monday-Friday, 8:00 AM - 4:30 PM

Perks & Benefits
  • $24.00-$26.60/hour, based on relevant experience, education, and internal equity, plus a $4.00/hour shift differential for qualifying hours worked.
  • Employees who are proficient in Spanish and/or Portuguese and successfully complete the applicable language proficiency assessment after 90 days of employment may be eligible to receive an additional $0.75 per hour for proficiency in one language or $1.50 per hour for proficiency in both languages.
  • An 5% employer 401(k) contribution.
  • Paid Time Off in a calendar year - you begin accruing immediately!
  • 13 paid holidays per year.
  • Generous health benefits including 80% coverage of your medical plan premium and deductible.
  • Tuition reimbursement (after 1 year).
  • Employment at UWC counts toward Public Service Student Loan Forgiveness.
  • Supportive, inclusive, mission-driven workplace

Requirements
Who Thrives Here?
  • Bachelor's degree + 1 year in human services.
  • Backgrounds in social work, psychology, counseling or criminal justice.
  • Experience in crisis response, mental health services, shelters or hotlines.
  • Customer service pros looking for meaningful work.
  • Recent grads with relevant internships.
  • Crisis-related experience preferred
Multiple positions currently available Ready to make a difference? Apply today and help us build a stronger, more connected Connecticut-one call at a time. Application Deadline August 22, 2026
United Way of Connecticut, Inc. endeavors to make www.ctunitedway.org accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact (860) 571-7500. This contact information is for accommodation requests only and cannot be used to inquire about the status of applications. United Way fights for the health, education and financial stability of every person in every community. We unequivocally denounce racism and ethnic discrimination in all forms, and we remain committed to building a future of greater opportunity and true equity for all people living in our communities. We act by tackling the structural barriers to equity from past and present systemic racism that have impeded the health, safety and wellbeing of traditionally marginalized people. Connecticut United Ways will continue to work with residents across all communities to co-create solutions that ensure everyone has the resources, supports, opportunities and networks they need to thrive.

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