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Call Monitoring Jobs in Florida (NOW HIRING)

Monarchcasino

Senior Call Center Manager

Atlantis, FL · On-site

Responsible for oversight of the weekly call monitoring program, ensuring each agent is shopped ... twice weekly and adheres to Atlantis standards. * Presents weekly roll-up of all performance ...

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Call Center Collections Manager

Tampa, FL · Remote

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Call Center Collections Manager

Tampa, FL · On-site

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Call Center Collections Manager

Tampa, FL · On-site

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

Select Portfolio Servicing, Inc.

Be Seen First

Call Center Representative

Jacksonville, FL · On-site

$17 - $19/hr

... call monitoring program to ensure compliance with applicable rules and laws, where expectations are to meet certain standards on a regular basis. Standards are established monthly based on the ...

MCI Careers

Debt Recovery Manager

Tampa, FL

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Debt Recovery Manager

Tampa, FL · On-site

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Debt Recovery Manager

Tampa, FL · On-site

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

MCI Careers

Debt Recovery Manager

Tampa, FL

Monitor and analyze key performance metrics and trends related to collections performance, call volumes, recovery rates, and customer satisfaction. * Conduct regular performance reviews, provide ...

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All JobsCall Monitoring JobsCall Monitoring Jobs in Florida

Call Monitoring information

See Florida salary details

$8

$13

$18

How much do call monitoring jobs pay per hour?

As of Aug 7, 2026, the average hourly pay for call monitoring in Florida is $13.39, according to ZipRecruiter salary data. Most workers in this role earn between $11.49 and $14.38 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a call monitoring specialist?

To thrive as a Call Monitoring Specialist, you need strong analytical skills, attention to detail, and a background in customer service or quality assurance. Familiarity with call recording software, CRM systems, and quality monitoring tools, along with certifications like COPC or Six Sigma, is often required. Excellent communication, objectivity, and the ability to provide constructive feedback are vital soft skills in this role. These abilities ensure accurate evaluation of customer interactions, consistent service quality, and ongoing staff development.

What is the difference between Call Monitoring vs Call Center Agent?

AspectCall MonitoringCall Center Agent
Primary RoleSupervising and evaluating calls for quality assuranceHandling customer calls and providing support
Required SkillsCommunication, listening, coachingCustomer service, problem-solving
Work EnvironmentQuality assurance teams, supervisorsCall centers, customer support centers
CertificationsOptional, related to quality managementCustomer service certifications often preferred

Call Monitoring focuses on overseeing and assessing call quality, while Call Center Agents directly interact with customers. Both roles are essential in customer service operations but serve different functions within the industry.

What is call monitoring?

Call monitoring is the process of listening to and evaluating phone calls between customer service representatives and customers. This practice is commonly used in call centers to assess agent performance, ensure quality assurance, and identify areas for training and improvement. Supervisors or quality assurance teams typically use call monitoring tools to review live or recorded calls. The insights gained help companies enhance customer satisfaction and maintain service standards.

What does a call monitoring do?

A call monitoring professional reviews and evaluates phone calls to ensure quality, compliance, and customer service standards. They listen to recorded or live calls, provide feedback, and may use call center software to track performance metrics. This role helps improve communication skills and maintain company policies.

What are some common challenges faced in a call monitoring role, and how can they be addressed?

Professionals in Call Monitoring often face challenges such as handling a high volume of calls to review, maintaining objectivity while evaluating diverse communication styles, and balancing consistency with changing company standards. Staying organized and developing a clear rubric for assessment can help manage these challenges. Regular calibration sessions with team members ensure everyone is aligned on evaluation criteria, and ongoing training helps refine both technical and interpersonal evaluation skills.
What are popular job titles related to Call Monitoring jobs in Florida? For Call Monitoring jobs in Florida, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Florida look for? The top searched job categories for Call Monitoring jobs in Florida are:
What cities in Florida are hiring for Call Monitoring jobs? Cities in Florida with the most Call Monitoring job openings:
Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Florida as of August 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, with an average salary of $27,842 per year, or $13.4 per hour.

Supervisor Call Transfer

Hilton Grand Vacations, Inc.

Orlando, FL • On-site

Full-time

Medical, Dental, PTO

Re-posted 5 days ago

Job description


Essential functions
  • Coaching and developing front line Vacation Advisors
  • Side by side and recorded call monitoring
  • Tracking attendance, schedule adherence and sales performance at the team member level
  • Work with other departments to ensure all package sales are within sales guidelines

Responsibilities
Supportive functions
In addition to the performance of the essential functions, this position may be required to perform a combination of the following supportive functions, with the percentage of time performing each function to be solely determined by the supervisor based upon the particular requirements of the company.
  • Follow up on any system issues with TDI
  • Verify room and tour availability as needed
  • Confirm QA process has been followed as directed
  • Handle PTO and schedule exception requests for team members

Qualifications
Why do Team Members Like Working for us?
  • HGV now offers Medical/Dental Benefits and many other on Day One!
  • Our Go Hilton Team Member Travel Program offers accommodations at deeply discounted rates and 50% off at participating hotel-operated restaurants. Pass the savings on since HGV allows you to share additional discounted room nights.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request an accommodation.

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