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Call Monitoring Jobs in Texas (NOW HIRING)

Medix Infusion

Patient Services Supervisor

Addison, TX · On-site

Monitor KPIs such as service levels, call quality, and patient satisfaction. * Conduct audits and call monitoring to ensure compliance and quality. * Resolve escalated patient concerns with empathy ...

Spay Neuter Network

Call Center Supervisor

Crandall, TX · On-site

$19 - $21/hr

Monitor daily call center activities to ensure service level agreements (SLAs) and performance ... targets are met. * Coach, train, and develop team members to improve performance and customer ...

PRIORITY CARE TRANSIT EMS CENTRAL

Call Taker

Dallas, TX · On-site

Monitor and prioritize multiple calls in a fast-paced environment. Assist in training new staff ... Previous experience in a call center or non-emergency services environment preferred. Strong verbal ...

PRIORITY CARE TRANSIT EMS CENTRAL

Call Taker

Dallas, TX · On-site

$20/hr

Monitor and prioritize multiple calls in a fast-paced environment. * Assist in training new staff ... Previous experience in a call center or non-emergency services environment preferred. * Strong ...

Aston Carter

Client Support Representative

Houston, TX · On-site

$20/hr

Experience with call center operations, call monitoring, and call support. * Proficiency in data entry management and administrative support tasks. * Comfort working in healthcare-related ...

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Call Monitoring information

See Texas salary details

$10

$16

$23

How much do call monitoring jobs pay per hour?

As of Aug 17, 2026, the average hourly pay for call monitoring in Texas is $16.69, according to ZipRecruiter salary data. Most workers in this role earn between $14.33 and $17.93 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 Texas?

The most popular types of Call Monitoring jobs in Texas are:

What are popular job titles related to Call Monitoring jobs in Texas?

For Call Monitoring jobs in Texas, the most frequently searched job titles are:

What job categories do people searching Call Monitoring jobs in Texas look for?

The top searched job categories for Call Monitoring jobs in Texas are:

What cities in Texas are hiring for Call Monitoring jobs?

Cities in Texas with the most Call Monitoring job openings:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Texas as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 80% Full Time, 13% Part Time, and 5% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $34,710 per year, or $16.7 per hour.

Call Center Supervisor

Serenity Mental Health Centers

Farmers Branch, TX • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 20 days ago

Job description

Call Center Supervisor  

Location: Las Colinas, TX  

Employment Type: Full-Time ON-SITE 

Serenity is scaling its member support operation and we're looking for a Call Center Supervisor who knows how to run a call floor that consistently delivers. This isn't a hands-off role - you'll be close to the work, close to your team, and close to the numbers every single day. If you've built your supervisory career in call center, you'll be comfortable here from day one. No industry-specific background required - we bring you up to speed on everything. 

 What You'll Own 

  • Run daily call floor operations with a sharp eye on quality, efficiency, and team output 
  • Build individual development plans for each team member and execute on them consistently 
  • Use call monitoring and performance dashboards to diagnose issues and act on them fast 
  • Absorb escalated situations before they become problems - calm, direct, and resolution-focused 
  • Own compliance with operational standards and internal workflow requirements 
  • Keep the floor running at a pace that is productive without burning people out 
  • Communicate clearly up and down - your team knows where they stand, and so does leadership 
  • Create an environment where accountability is the norm and improvement is always the goal 

 What You Need to Bring 

  • At least 1 year of supervisory experience in a call center setting 
  • Demonstrated ability to manage team KPIs and move numbers in the right direction 
  • Background in hospitality leadership, high-volume retail management, or premium service operations is a strong differentiator - those environments produce exactly the instincts this role requires 
  • You coach people up, not just out - and you have the retention numbers to prove it 
  • Confident making real-time decisions when things get unpredictable on the floor 
  • Organized, consistent, and detail-oriented across every shift - not just when leadership is watching 
  • No industry-specific licensure or prior background required - full training and onboarding included 

 Nice to Have 

  • Experience leading teams through rapid scaling or operational change 
  • Familiarity with scheduling-driven or appointment-based call environments 
  • A track record of promoting from within your own teams 

 What's in It for You 

  • Competitive pay 
  • 90% employer-paid medical, dental, and vision coverage 
  • 401(k) retirement plan 
  • 10 PTO days to start, bumping to 15 after year one, plus 10 paid holidays 
  • Referral bonuses when you help us find great people 
  • Genuine upward mobility in an organization that is actively growing 

About Serenity 

Serenity is a technology-driven company that delivers advanced, evidence-based solutions for members seeking better outcomes. Our call operations team is central to how members experience our company - and we take that seriously. We're looking for leaders who take it seriously too. If you want to run a high-performing team inside a company that's moving fast and investing in its people, this is the right seat. 

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.

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