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Call Monitoring Jobs in Illinois (NOW HIRING)

Zest Health

Call Center Nurse Manager

Chicago, IL · On-site

Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members. * Communicate performance results with the ...

Zest Health

Call Center Nurse Manager

Chicago, IL

Conduct call monitoring either by listening in to the recorded calls or to live calls and subsequently undertake coaching sessions with team members. * Communicate performance results with the ...

Chicago ENT

PCC Call Center

Chicago, IL · On-site

$18 - $22/hr

Call Center PCC's monitor multiple communication platforms and work closely with providers and clinical teams to ensure patients are scheduled appropriately and receive timely follow-up. Their work ...

HUB

Team Lead

Des Plaines, IL

Monitor individual agent performance against KPIs including retention rate, save rate, call quality, and customer satisfaction * Review calls for compliance with scripts, quality standards, and ...

altg

Dispatcher

Montgomery, IL · On-site

$20 - $26/hr

Fleet service call monitoring & assignment * Fleetmatics monitoring to ensure technicians are on time at field accounts * Responsible for various reports (PM's completed, overtime, non-productive ...

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All JobsCall Monitoring JobsCall Monitoring Jobs in Illinois

Call Monitoring information

See Illinois salary details

$10

$17

$24

How much do call monitoring jobs pay per hour?

As of Jul 20, 2026, the average hourly pay for call monitoring in Illinois is $17.36, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $18.65 per hour, depending on experience, location, and employer.

What's a good job for overthinkers?

Call monitoring involves listening to and evaluating customer service calls, which can suit overthinkers who enjoy attention to detail and analysis. The role requires strong listening skills, patience, and the ability to focus on specific aspects of conversations, often in a quiet environment. It can be a good fit for those who prefer structured tasks and clear guidelines.

What are the key skills and qualifications needed to thrive as a Call Monitoring Specialist, and why are they important?

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.

How can I make 2000 a week working from home?

In call monitoring roles, earning $2000 a week typically requires working full-time hours, often 40 or more hours, and gaining experience or specialized skills such as quality assurance, coaching, or advanced software knowledge. Some positions offer performance-based bonuses or higher pay for specialized industries, but reaching this income level consistently may also involve multiple part-time roles or freelance opportunities in related fields.

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.

How to make $1000 a week remotely?

In call monitoring roles, earning $1000 a week remotely typically requires working full-time hours, often 40 or more per week, and gaining experience or certifications that increase your pay rate. Some positions pay hourly, while others may offer performance-based incentives, so developing strong communication and technical skills can help increase earnings. Consistent scheduling and seeking roles with higher pay scales or bonuses can also contribute to reaching this income level.

How does call monitoring work?

Call monitoring in a call monitoring role involves listening to or recording customer service calls to assess agent performance, ensure quality standards, and provide feedback. It often uses specialized software or tools that enable supervisors to listen in real-time or review recorded calls, supporting training and compliance efforts.

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 the most commonly searched types of Call Monitoring jobs in Illinois? The most popular types of Call Monitoring jobs in Illinois are:
What are popular job titles related to Call Monitoring jobs in Illinois? For Call Monitoring jobs in Illinois, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Illinois look for? The top searched job categories for Call Monitoring jobs in Illinois are:
Call Monitoring jobs near you
Call Center Supervisor

Call Center Supervisor

Illinois State Credit Union

Bloomington, IL • On-site

$20 - $23/hr

Full-time

Posted 9 days ago

Job description

Job Type
Full-time
Description
Illinois State Credit Union
Bloomington-Normal, Illinois
Call Center Supervisor
Reports To: Branch Operations Manager
Position Type: Full-Time
Compensation: $20.00 - $23.00 / hr + commission eligibility
About Us
Illinois State Credit Union (ISCU) is a member-owned financial cooperative serving roughly 18,000 members across five branches in Illinois. We exist to help our members reach their financial goals, and we believe the way we make people feel is the most powerful product we offer. Every team member plays a part in delivering that experience.
About the Role
The Call Center Supervisor leads the day-to-day operation of our call center, the heart of ISCU's virtual branch. You'll manage a team of call center representatives, monitor queue performance and call quality, and step in on escalated calls when a member needs resolution. This is a working supervisor role. You'll take calls alongside your team during peak volume, short staffing, or whenever the need arises, so you stay close to the member experience and lead from the front. Beyond the phones, you'll partner with branch operations to oversee our mobile app and online banking, since those digital channels are part of the same virtual branch your team supports. You'll coach the team toward strong service and referral behavior, keep staffing aligned with call volume, and reinforce our consultative, service-forward culture while holding everyone accountable for both service standards and growth goals.
What You'll Do
  • Oversee daily call center activity and make sure coverage matches call volume and member demand.
  • Monitor service levels, hold times, abandonment rates, and call quality against department standards.
  • Provide real-time and scheduled coaching on accuracy, service, problem-solving, and referral behavior.
  • Resolve escalated member calls and lead service recovery to a clear resolution.
  • Take calls directly during peak volume, staffing gaps, or whenever the need arises to keep service levels strong.
  • Conduct daily huddles, weekly one-on-ones, and performance reviews.
  • Monitor staff call for service quality and document findings for coaching and reporting.
  • Manage staffing schedules, breaks, and schedule adherence to keep the queue covered.
  • Ensure member authentication, fraud prevention, and regulatory compliance on every call.
  • Support the onboarding, training, and ongoing development of call center staff.
  • Partner with branches, lending, and back-office teams to resolve member issues and hand off opportunities.
  • Partner with branch operations to oversee the mobile app and online banking as part of ISCU's virtual branch, supporting members across digital channels.
  • Track and report key metrics, including service level, quality scores, referrals, and other call center indicators.
  • Lead by example in member service, referral generation, and cross-sell.
What You Bring
  • Prior supervision or team-lead experience required (in a call center strongly preferred).
  • Call center experience required.
  • Financial services or credit union experience preferred but not required.
  • A track record of coaching, developing, and holding a team accountable to performance goals.
  • Strong verbal and written communication.
  • Comfort with call center technology, including call monitoring systems and customer relationship managers, plus scheduling tools and basic performance reporting.
  • Familiarity with digital banking channels such as mobile and online banking, or the ability to ramp up quickly.
  • Willingness to take calls directly when the need arises.
  • High school diploma or equivalent required; relevant post-secondary education or certifications a plus.

Requirements
  • Prior supervision or team-lead experience required (in a call center strongly preferred).
  • Call center experience required.
  • Financial services or credit union experience preferred but not required.
  • A track record of coaching, developing, and holding a team accountable to performance goals.
  • Strong verbal and written communication.
  • Comfort with call center technology, including call monitoring systems and customer relationship managers, plus scheduling tools and basic performance reporting.
  • Familiarity with digital banking channels such as mobile and online banking, or the ability to ramp up quickly.
  • Willingness to take calls directly when the need arises.
  • High school diploma or equivalent required; relevant post-secondary education or certifications a plus.

Salary Description
$20-$23 Hour

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