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Call Listener Jobs in Surrey, BC (NOW HIRING)

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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 Surrey, BC?

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

What job categories do people searching Call Listener jobs in Surrey, BC look for?

The top searched job categories for Call Listener jobs in Surrey, BC are:

Call Listener jobs near you
Infographic showing various Call Listener job openings in Surrey, BC as of July 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 80% Full Time, 14% Part Time, and 4% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution.

Team Leader, Contact Centre services

Ainsworth

Surrey, BC

Full-time

Medical, Dental, PTO

Re-posted 24 days ago

Job description

If you thrive in a team-oriented workplace that challenges your skills, to drive your career development, embraces diversity and rewards innovation, with competitive pay and great employee programs, join the Ainsworth (a GDI company) team today!
Position Summary:
This position reports to the Supervisor, National Operations Support Centre (NOSC). The team leader, NOSC is responsible for providing quality and efficient customer service to customers through the daily management of a team of Customer Service Representatives (CER's) to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. The Team Leader will be a hands-on leader and will ensure that correct procedures are followed and routinely give directions to CER's on what to do and how to improve.
Responsibilities:
  • Provides daily direction and communication to employees so that customer service calls/emails are handled in an efficient and knowledgeable manner.
  • Hosts 1-on-1's and team meetings.
  • Provides continual evaluation of processes and procedures. Responsible for suggesting methods to improve area operations, efficiency and service to both internal and external customers.
  • Provides statistical and performance feedback and coaching on a regular basis to each team member through quality assurance management
  • Is available for employees who experience work and/or personal problems providing appropriate coaching, counseling, direction and resolution.
  • Ensures employees have appropriate training and other resources to perform their jobs.
  • Responds to and resolves employee relations issues expressed by team members.
  • Addresses disciplinary and/or performance problems according to company policy.
  • Prepares warnings and communicates effectively with employees on warnings and makes effective/appropriate decisions relative to corrective action as required.
  • Works as a member/leader of special or ongoing projects that are important to area/process improvement.
  • Establishes work procedures and processes that support the company and departmental standards, procedures, and strategic directives.
  • Ensure training and development plans are maintained for all team members
  • Work with the management team to identify and deliver positive change and business efficiencies.
Qualifications:
  • Minimum of 2+ years' experience within a contact centre environment as a Team Leader
  • Must have experience managing a stressful and fast paced environment
  • Experience within customer services
  • Excellent leadership and communication skills
  • Strong coaching and people-development skills through call listening, quality feedback, etc.
  • Ability to deal with demanding customers and escalations
  • Has ability to set attainable goals
  • Clearly assigns responsibility/accountability for work
  • Develop, coach, reinforce and manage operational standards, policies and procedures
  • Ensures that the plans for the day and/or potential "challenges to success" are communicated to all members of the team.
  • Bilingualism is an asset
Availability:
Our Contact Centre is a 24/7/365-day operation. We will be looking for someone who has the ability to work day time or afternoon shifts and from time to time a weekend shifts on a rotational basis.
Why work at Ainsworth (a GDI company)?
Ainsworth (a GDI company) is growing at an unprecedented rate and to help attract and retain top talent, we provide benefits on your first day with us. We offer a wide variety of benefits including the following:
Benefits: Comprehensive health, dental and medical benefits, including wellness supports, RSP matching and generous vacation
Rewards: Service milestones and peer recognition plus Employee Discounts and Incentives
Flexibility: Hybrid working models, where applicable
Diversity: An inclusive organization that embraces diversity and belonging; work in a great team atmosphere with future potential for promotion within company
While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
Ainsworth (a GDI company) is committed to building a diverse and inclusive workplace. Qualified designated group members are encouraged to apply as any reasonable accommodation of qualifications will be considered as per our Accommodation Policy, available upon request.
Ainsworth (a GDI company) is an integrated multi-trade company, offering end-to-end services and solutions for all asset maintenance and refurbishment requirements of our customers. We are continually striving to create better and more advanced products as well as provide the highest quality service. We are rapidly growing and need talented professionals to help drive our vision at becoming the best multi-trade company in the country! Join us.... Make a difference.
#LI-Onsite
Employment Type: Hourly Non-Union, Full-Time

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