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Call Monitoring Jobs in Miami, FL (NOW HIRING)

W3Global Inc.

Call Center Manager

Hialeah, FL

$85K - $100K/yr

The Call Center Manager monitors call metrics, analyzes performance data, and implements process improvements to enhance efficiency and customer satisfaction. The role includes handling sales and ...

SOLIS Health Plans

OTC Call Center Lead

Miami, FL · On-site

Monitor and evaluate agent performance, including call quality, productivity, and adherence * Conduct call audits and provide coaching and feedback * Track key performance indicators (KPIs) such as ...

Solis Health Plans

OTC Call Center Lead

Doral, FL · On-site

$20/hr

Monitor and evaluate agent performance, including call quality, productivity, and adherence * Conduct call audits and provide coaching and feedback * Track key performance indicators (KPIs) such as ...

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Call Monitoring information

See Miami, FL salary details

$10

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$23

How much do call monitoring jobs pay per hour?

As of Aug 30, 2026, the average hourly pay for call monitoring in Miami, FL is $17.13, according to ZipRecruiter salary data. Most workers in this role earn between $14.71 and $18.41 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 Miami, FL?

The most popular types of Call Monitoring jobs in Miami, FL are:

What are popular job titles related to Call Monitoring jobs in Miami, FL?

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

What job categories do people searching Call Monitoring jobs in Miami, FL look for?

The top searched job categories for Call Monitoring jobs in Miami, FL are:

What cities near Miami, FL are hiring for Call Monitoring jobs?

Cities near Miami, FL with the most Call Monitoring job openings:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Miami, FL as of August 2026, with employment types broken down into 1% Locum Tenens, 1% As Needed, 78% Full Time, 14% Part Time, and 6% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $35,634 per year, or $17.1 per hour.

Casino Call Center Manager - ONSITE - Fort Lauderdale, FL - US

Holland America Group

Fort Lauderdale, FL • On-site

Full-time

Medical, Retirement

Posted 2 days ago

New

Holland America Line rating

6.2

Company rating: 6.2 out of 10

Based on 20 frontline employees who took The Breakroom Quiz

7th of 9 rated cruise lines

Job description


One of the best-known names in cruising, Princess is the world's leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can't.
We're looking for an amazing Casino Call Center Senior Manager to fill this role. The Casino Call Center Senior Manager is a high-impact, enterprise-level leadership role accountable for the end-to-end performance of Princess Cruises' global casino contact center ecosystem. This executive contributor will own the strategy, governance, and operational excellence of inbound casino guest support, outbound sales engagement, and global escalation management - spanning both internal teams and strategically selected BPO partners across multiple geographies.
This leader will architect and execute robust programs in training, quality assurance, KPI-driven performance management, and guest escalation resolution, setting a new standard for casino service delivery across the enterprise. A defining responsibility of this role is the ground-up design and launch of a new in-house casino service center in Miramar, FL - a flagship initiative that requires visionary leadership, cross-functional alignment, and disciplined project execution.
The Senior Manager will serve as the authoritative voice on casino contact center strategy, influencing C-suite and senior stakeholder decisions, while translating business objectives into measurable outcomes that elevate guest loyalty, maximize revenue per contact, and strengthen the Princess Cruises casino brand globally.
Here's a summary of what Princess is looking for in its Casino Call Center Senior Manager. Is this you?
Responsibilities
  • Global Casino Call Center Service Excellence & Escalation Management - Direct and oversee all global casino contact center operations, including inbound guest support, VIP concierge services, and multi-tier escalation management. Serve as the ultimate point of accountability for SLAs, guest satisfaction targets, and operational continuity across internal teams and BPO partners in multiple regions. Establish escalation frameworks and real-time decision-making protocols that protect high-value guest relationships and improve first-contact resolution.
  • Training, Quality Assurance & Talent Development - Design, implement, and evolve enterprise-grade training curricula and QA programs that enforce brand standards, compliance requirements, and best-in-class service behaviors across all contact channels and geographies. Establish calibration processes, call-monitoring cadences, and performance-coaching frameworks. Build a culture of continuous learning and succession readiness through structured talent-development pipelines.
  • Outbound Casino Sales & Guest Engagement Strategy - Architect and lead a high-performance outbound strategy targeting casino player segments with personalized, data-informed outreach. Partner with Casino Marketing, CRM, and Analytics teams to design campaigns that maximize reactivation, upsell, and revenue-per-contact metrics. Leverage player-behavior data and predictive modeling to drive conversion and deepen long-term guest loyalty.
  • Innovation, Digital Transformation & Global Project Management - Identify and champion emerging contact-center technologies including AI-assisted routing, conversational AI, omnichannel platforms, and advanced analytics dashboards. Lead complex, multi-workstream projects from ideation through deployment, managing cross-functional stakeholders, vendors, and executive sponsors. Benchmark global best practices in casino guest services and translate insights into competitive advantage.
  • Executive Reporting, Analytics & Continuous Improvement - Own the design and delivery of executive-level performance reporting encompassing KPIs, SLA attainment, revenue contribution, agent productivity, and guest satisfaction metrics. Develop insight-driven business cases to support headcount, technology, and operational investment decisions. Lead structured root-cause analyses and implement systemic process improvements that compound over time.
  • New In-House Casino Service Center Development (Miramar, FL) - Lead the strategic design, operational buildout, and launch of Princess Cruises' new internal casino contact center. Define organizational structure, staffing models, technology stack, and workflows. Establish performance baselines and ensure the center is fully operational and delivering against brand and business objectives from day one.
  • Corporate Policies & Procedures Compliance - Adheres to Corporate Policies and Procedures, including Code of Conduct, Audit Procedures, and any control-related responsibility for financial data entered, stored, or reported via business systems within the employee's control. Ongoing obligation.

Requirements
  • 5+ years' experience in public relations, corporate communications, or a related field - preferably in the travel and/or hospitality industry and ideally in the cruise industry.
  • Exceptional verbal, written, and presentation skills with the ability to influence senior stakeholders, board-level audiences, and frontline teams with equal effectiveness.
  • Proven ability to set a bold, guest-centric vision and translate it into structured operational plans with accountable milestones and measurable outcomes.
  • Outstanding relationship-building skills across diverse global teams, BPO partners, technology vendors, and senior leadership; ability to lead through influence without direct authority.
  • Relentless focus on KPI attainment, continuous improvement, and holding self and teams to the highest standards of performance and integrity.
  • Willingness to speak up, challenge the status quo, and make difficult decisions that advance guest outcomes and business performance.
  • Demonstrated ability to lead organizations through transformation - including new technology adoption, structural redesign, and cultural change - while maintaining morale and momentum. Preferred
  • Experience leading across international markets with sensitivity to cultural nuance in training, technology implementation, and quality assurance.
  • Advanced ability to interpret complex performance data, construct executive-ready business cases, and convert insight into strategic action.
  • Demonstrated commitment to succession planning, high-potential development, and building organizations that consistently outperform.
  • Excellent verbal and written communication skills, with the ability to customize messages to specific audiences.
  • Excellent interpersonal and team-building skills with the ability to adapt to change.
  • Resourceful, problem-solving skills.
  • Knowledge of industry regulations and trends, guest communications best practices.
  • Computer proficiency and ability to work in multiple software applications including Word, Excel, Outlook, SharePoint, Teams, and other platforms. Creative, strategic thinker and writer with strong editing skills and a proven ability to create, own, and execute comprehensive communication plans.
  • Exceptional attention to detail to ensure all communications are accurate, complete, clear, and align with the Princess voice and corporate style.
  • Experience working directly with senior leadership.
  • Ability to work a flexible schedule, including after hours on weekdays, as well as weekends and holidays.
  • Ability to manage crisis situations. Operates with a sense of urgency and is action-oriented.
  • Ability to work in a multicultural environment - demonstrates sensitivity, inclusiveness, and diplomacy.
  • Operates with the highest level of integrity.
  • Must be legally authorized to work in the United States. Princess is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

What You Can Expect
  • Cruise and Travel Privileges for You and Your Family
  • Health Benefits
  • 401(k)
  • Employee Stock Purchase Plan
  • Training & Professional Development
  • Tuition & Professional Certification Reimbursement
  • Base Salary Range: $74,000 to $99.900. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture... Stronger Together
Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: princess.com/en-us/company-information
Princess is an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.
Americans with Disabilities Act (ADA)
Princess will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com
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