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Call Monitoring Jobs in Michigan (NOW HIRING)

American First Funding

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Sales Call Monitor & Quality Coach

Southfield, MI · On-site

$24 - $28/hr

... monitoring live outbound and inbound mortgage sales calls to ensure Loan Officers and mortgage ... The Mortgage Call Quality Coach partners with sales leadership to reinforce best practices, ensure ...

Credit Union ONE

CALL CENTER AGENT

Ferndale, MI · On-site

$14 - $18.50/hr

... Service - Monitor and professionally answer all incoming agent phone calls and /or electronic ... Resolve problem during every call, educate the members on how to prevent occurrence in the future ...

altg

Dispatcher

Kentwood, MI

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

Kentwood, MI

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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Call Monitoring information

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How much do call monitoring jobs pay per hour?

As of Aug 4, 2026, the average hourly pay for call monitoring in Michigan is $15.61, according to ZipRecruiter salary data. Most workers in this role earn between $13.41 and $16.78 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 the most commonly searched types of Call Monitoring jobs in Michigan? The most popular types of Call Monitoring jobs in Michigan are:
What are popular job titles related to Call Monitoring jobs in Michigan? For Call Monitoring jobs in Michigan, the most frequently searched job titles are:
What job categories do people searching Call Monitoring jobs in Michigan look for? The top searched job categories for Call Monitoring jobs in Michigan are:
What cities in Michigan are hiring for Call Monitoring jobs? Cities in Michigan with the most Call Monitoring job openings:
Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Michigan as of July 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 $32,473 per year, or $15.6 per hour.

Call Center Manager

REGIONAL MEDICAL IMAGING, P.C.

Flint, MI • On-site

Full-time

Re-posted 29 days ago

Job description


SUMMARY

The Call Center Manager is responsible for managing and supervising RMI’s call center to ensure customers and potential customers receive fast, courteous, and accurate service through various communication channels, including phone, online, SMS, and other electronic means. This role involves driving call center workflow to meet customer experience needs, utilizing strong call center system knowledge, and workforce management skills.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following, other duties may be assigned.

  • Staff Training and Development:
    1. Implement training programs to ensure the highest standards in customer care.
    2. Oversee staff redirection and development plans.
  • Call Center Operations:
    1. Monitor and improve call center operations by tracking system performance, identifying and resolving issues, and managing system and process improvements.
    2. Utilize AI and other technologies to optimize call center results, reduce waste, and focus labor costs effectively.
    3. Balance workloads and manage workflows to maintain efficiency and prevent downstream issues.
  • Performance Monitoring:
    1. Prepare call center performance reports by collecting, analyzing, and summarizing data and trends.
    2. Analyze phone data to structure and adjust staffing and scheduling.
    3. Oversee call monitoring for coaching and development purposes.
  • Collaboration and Leadership:
    1. Work with Team Leads and Upper Management to prioritize tasks and maintain consistency in call center operations.
    2. Plan and facilitate informational and motivational meetings to create a unified and forward-moving team.
    3. Exhibit strong leadership and conflict resolution skills to maintain a positive and professional work environment.
  • Customer Experience
    1. Manage call center workflow to meet evolving customer experience requirements.
    2. Efficiently create a successful customer experience through various communication channels while ensuring all customer needs are met.
  • Quality and Process Improvement:
    1. Identify and implement actions to improve departmental operating methods and procedures.
    2. Apply customer service techniques and process improvement technologies to enhance productivity.
  • Other Duties:
    1. Perform other duties as assigned.
    2. Support the mission, vision, and values of the corporation.
  • SUPPORTS MISSION, VISION AND VALUES OF THE CORPORATION

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EXPERIENCE

  • 5-10 years of previous experience as a call center supervisor or manager.
  • Experience with Five9 or Abbadox is a plus.
  • Background in radiology or medical fields is a plus but not required.


EDUCATION/CERTIFICATION

  • Minimum of a High School Diploma or GED.
  • Associate's or Bachelor's Degree in Business Administration, Communications, Management, or a related field preferred.
  • Relevant certifications in customer service, call center management, or workforce management are a plus.


SKILLS

  • Strong call center system knowledge and workforce management skills.
  • Ability to set and improve KPIs, track and improve process productivity, and manage phone scripting.
  • Ability to optimize results using AI and other logical methods.
  • Steady leadership with the ability to respond quickly and effectively.


ADDITIONAL INFORMATION

  • This position requires a proactive approach to problem-solving and a commitment to continuous improvement.
  • The ideal candidate will have excellent communication skills and the ability to work well under pressure.
  • The role may require occasional travel for training and professional development purposes.


WORK ENVIRONMENT

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.


Monday-Friday 8:00 am - 5:00 pm
Full-time; Exempt