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Call Monitoring Jobs in Illinois (NOW HIRING)

altg

Dispatcher

Montgomery, IL

$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 ...

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 ...

altg

Dispatcher

Montgomery, IL

$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 ...

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 ...

Transdev

Call Center Manager

Chicago, IL

$67K - $80K/yr

Call Center Manager Transdev in Chicago, IL is hiring a Call Center Manager. The Call Center ... Assure quality of operations including leading CSR staff, training, monitoring, and observing ...

New

Allina Health

$35.61 - $48.81/hr

Monitors call center performance using identified tools. * Identifies and documents key performance criteria using business requirements documentation and project plans. * Facilitates knowledge ...

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Showing results 21-40

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 Aug 22, 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 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 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 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 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 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 calls, provide feedback, and may use call monitoring software to track performance metrics. This role often requires attention to detail and communication 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
Infographic showing various Call Monitoring job openings in Illinois as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 82% Full Time, 11% Part Time, and 5% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $36,103 per year, or $17.4 per hour.

Call Center Sales Manager

S and J Plumbing

Arlington Heights, IL • On-site

$100K - $140K/yr

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 5 days ago

Job description

Call Center Sales Manager
📍 Arlington Heights, IL
Lead the team that drives growth, revenue, and customer experience.
At S&J Plumbing, every customer relationship starts with a phone call. We're looking for a high-performing Call Center & Sales Manager who can lead, coach, and develop a team that consistently converts opportunities into booked appointments, delivers exceptional customer experiences, and drives company growth.
This is more than a management position-it's a sales leadership role. You'll be responsible for creating a high-performance culture focused on customer experience, conversion rates, revenue growth, and operational excellence.
If you're passionate about leadership, sales, coaching, and building winning teams, we'd love to meet you.
💰 Compensation & Benefits
  • $100,000-$140,000 annually, based on experience and qualifications
  • Performance bonus opportunities
  • 100% paid Medical, Dental & Vision Insurance for you and your family
  • 401(k) with 5% company match
  • Paid Time Off and paid holidays
  • Weekly pay
  • Paid training and professional development
  • Leadership growth opportunities
  • Direct access to company leadership
  • Opportunity to build and lead a high-performing sales and customer experience team
  • Stable, growing company with long-term career opportunities
🚀 What You'll Do
As our Call Center & Sales Manager, you'll lead the customer service, dispatch, and AI-powered communication systems that help turn every customer call into an opportunity to earn trust, book appointments, and grow the business.
Sales Leadership & Revenue Growth
  • Lead and train Customer Service Representatives on proven sales and call-conversion techniques
  • Coach CSRs on how to sell S&J Plumbing as the right partner for customers
  • Create a culture focused on maximizing booking rates, customer satisfaction, and revenue growth
  • Train team members on consultative communication, objection handling, and relationship-building skills
  • Monitor sales performance and conversion metrics to identify opportunities for improvement
  • Develop strategies to increase booked appointments and overall call center performance
  • Ensure every inbound call is treated as an opportunity to earn the customer's trust and business
Call Center Leadership & Team Development
  • Lead, coach, and develop customer service representatives and dispatch personnel
  • Inspire both personal and professional growth within the team
  • Create a culture of accountability, excellence, and continuous improvement
  • Help employees understand how their individual contributions impact company success
  • Conduct regular performance reviews, coaching sessions, and training meetings
  • Formalize a cost-effective, measurable coaching and training platform
KPI Management & Performance Tracking
  • Establish, monitor, and improve weekly company KPIs and weekly call center KPIs
  • Track booking percentage, conversion rates, abandoned calls, response times, revenue generated, and customer satisfaction metrics
  • Build scorecards and reporting systems that create accountability and measurable results
  • Use performance data to drive coaching, training, staffing, and operational decisions
  • Present performance updates and recommendations to leadership
Dispatch & Customer Experience
  • Manage dispatch to ensure the right technicians are matched to the right jobs
  • Ensure exceptional customer service and customer satisfaction at every touchpoint
  • Become an expert in the local market, customer needs, and service expectations
  • Ensure sufficient staffing levels to support business demand and seasonal spikes
  • Collaborate with leadership to improve operational efficiency and customer experience
  • Identify process improvements that increase productivity, booked calls, and customer satisfaction
AI Agent Management
  • Monitor, train, and continuously improve AI-powered customer service agents
  • Review AI conversations and performance metrics to ensure strong customer experiences
  • Optimize AI workflows, scripts, and escalation processes
  • Ensure AI systems support company goals while maintaining a high standard of customer care
After-Hours Operations
  • Be available 24/7 to support escalated after-hours calls when needed
  • Oversee after-hours call handling processes
  • Ensure emergency calls and high-priority customer needs are addressed promptly
  • Continuously improve after-hours procedures to maximize customer satisfaction and booking opportunities
🎯 What We're Looking For
  • Previous call center management, customer service leadership, sales management, or dispatch management experience
  • Proven ability to coach, develop, and inspire high-performing sales and customer service teams
  • Strong understanding of sales processes, call conversion, and customer experience management
  • Ability to drive team performance and achieve business goals and objectives
  • Experience managing KPIs, scorecards, and performance accountability systems
  • Experience creating and implementing training programs
  • Ability to leverage technology, automation, and AI tools to improve operational performance
  • Strong analytical mindset with the ability to make data-driven decisions
  • Excellent leadership, communication, and presentation skills
  • Comfortable holding team members accountable while developing their skills
  • Detail-oriented, highly organized, and able to multitask in a fast-paced environment
  • Proficient with Microsoft Office, including Excel, Word, and PowerPoint
  • Experience with CRM, call center, or dispatch software preferred
  • Experience in home services, plumbing, HVAC, electrical, or related service industries preferred
💡 Who We Are
At S&J Plumbing, our culture is built on four core values:
  • Integrity - We do the right thing, every time
  • Professionalism - We show up prepared and perform at a high level
  • Accountability - We own our actions and results
  • Family - We support our team and treat customers like our own
📈 Why S&J Plumbing?
We're not a private equity roll-up. We're a locally run company that believes in investing in people, building strong teams, and making decisions for long-term success-not short-term profits.
As our Call Center & Sales Manager, you'll lead one of the most important departments in the company. Every lead, every opportunity, and every customer relationship begins with your team.
You'll have a direct impact on revenue growth, customer experience, team development, operational performance, and the future direction of the company. This is an opportunity to build systems, develop people, leverage cutting-edge AI technology, and create a world-class customer experience operation within a fast-growing organization.
If you're ready to lead a team, drive performance, and build something special, apply today.
S&J Plumbing is an Equal Opportunity Employer

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