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Call Monitoring Jobs in Washington, DC (NOW HIRING)

ARS

Outbound Call Center Sales Manager

Springfield, VA · On-site

$120K - $140K/yr

Monitor live and recorded calls and provide timely, actionable coaching * Use call center reporting, CRM data, and performance dashboards to identify trends and improve results * Develop outbound ...

NuAxis Innovations

Tier 1 Help Desk Lead

Washington, DC · On-site

Monitor queue performance, call volume, abandonment rates, wait times, and technician availability throughout the day. Develop and manage technician schedules to ensure adequate coverage across all ...

NuAxis Innovations

Tier 1 Help Desk Lead

Washington, DC · On-site

Monitor queue performance, call volume, abandonment rates, wait times, and technician availability throughout the day. * Develop and manage technician schedules to ensure adequate coverage across all ...

NuAxis Innovations

Tier 1 Help Desk Lead

Washington, DC · On-site

Monitor queue performance, call volume, abandonment rates, wait times, and technician availability throughout the day. * Develop and manage technician schedules to ensure adequate coverage across all ...

MedStar Health

Supervisor Call Center

Washington, DC · On-site

$49K - $87K/yr

Monitors staffing schedules call volume workflow and coverage needs to ensure appropriate staffing levels during peak periods weekends holidays and emergency situations. * Supports onboarding and ...

Moore

Account Manager

Lanham, MD · On-site

Contributes to the oversight ofMoore Media & Digitalclient call center activities, which may include call monitoring, helping to develop call center training materials, calibration calls with call ...

HealthWorks

Call Center

Leesburg, VA · On-site

$19/hr

Call Center We are an equal employment opportunity employer. All qualified applicants will receive ... Monitors patient flow through the clinic-from the waiting room, to the clinical staff and ...

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Call Monitoring information

See Washington, DC salary details

$12

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$28

How much do call monitoring jobs pay per hour?

As of Aug 25, 2026, the average hourly pay for call monitoring in Washington, DC is $20.29, according to ZipRecruiter salary data. Most workers in this role earn between $17.40 and $21.78 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 Washington, DC?

The most popular types of Call Monitoring jobs in Washington, DC are:

What are popular job titles related to Call Monitoring jobs in Washington, DC?

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

What job categories do people searching Call Monitoring jobs in Washington, DC look for?

The top searched job categories for Call Monitoring jobs in Washington, DC are:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Washington, DC 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 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $42,197 per year, or $20.3 per hour.

Outbound Call Center Sales Manager

ARS

Springfield, VA • On-site

$120K - $140K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

This job post has expired today. Applications are no longer accepted.

Job description

ARS-Rescue Rooter

Pay: $120,000 – $140,000 per year
Bonus: Eligible to participate in the Annual Corporate Bonus Plan
Location: Springfield, VA

Join American Residential Services (ARS), the nation’s largest provider of residential HVAC, plumbing, and electrical services, with more than 7,000 team members and over 45 years of delivering trusted home comfort solutions.

We are seeking an experienced Outbound Call Center Sales Manager to lead and develop a high-performing team in Springfield, VA. This leader will oversee approximately 12–20 outbound representatives responsible for converting warm customer leads into scheduled appointments and revenue opportunities.

This is a high-volume, performance-driven call center operation—not a traditional customer service center. The ideal candidate has successfully managed outbound dialing teams, understands phone-based sales, and knows how to use coaching, call analytics, and disciplined follow-up strategies to improve contact, conversion, and appointment-setting results.

What We Offer
  • Competitive base salary plus annual corporate bonus opportunity
  • Weekly pay via direct deposit
  • Insurance available after 31 days, including low-cost medical plans
  • Dental, vision, HSA/FSA
  • 401(k) with company match
  • 13 days PTO plus 8 paid holidays
  • Company-paid life insurance
  • Career advancement opportunities within a national service organization
  • Strong leadership support and established infrastructure

What You’ll Do
  • Lead, develop, and manage an outbound call center sales team of approximately 12–20 representatives
  • Drive high-volume outbound dialing to warm leads, including unsold opportunities, previous customers, aged leads, and other qualified customer lists
  • Establish clear expectations for dialing activity, contact rates, conversion rates, appointments booked, revenue generated, and overall sales productivity
  • Coach representatives on phone sales techniques, objection handling, urgency creation, value positioning, and closing for the appointment
  • Monitor live and recorded calls and provide timely, actionable coaching
  • Use call center reporting, CRM data, and performance dashboards to identify trends and improve results
  • Develop outbound calling strategies, lead segmentation, follow-up cadences, and targeted sales campaigns
  • Hold representatives accountable through daily performance management, call reviews, scorecards, and one-on-one coaching
  • Manage scheduling and staffing to maximize lead coverage, contact rates, and productivity
  • Recruit, train, onboard, and develop new outbound sales representatives
  • Partner with sales and operations leadership to align outbound campaigns with capacity and revenue goals
  • Build a competitive, energetic, and accountable sales culture focused on measurable results
  • Continuously improve scripts, workflows, dialing strategies, and call center processes

  • Required experience managing a high-volume outbound call center or outbound phone-sales team
  • Proven success leading representatives responsible for outbound dialing, warm-lead conversion, appointment setting, or telephone sales
  • Strong understanding of call center performance metrics, including dialing activity, contact rate, conversion rate, appointments set, show rate, and revenue
  • Experience using call monitoring, scorecards, reporting, and performance data to coach and improve results
  • Demonstrated ability to develop sales representatives and hold teams accountable to daily and monthly goals
  • Experience creating or improving outbound scripts, lead follow-up strategies, and dialing campaigns
  • Strong leadership, communication, organizational, and problem-solving skills
  • Comfortable working in a fast-paced, metric-driven, and highly accountable sales environment
  • Proficiency with CRM systems, call center platforms, dialers, and reporting tools
  • Residential home services, appointment-setting, rehash, or lead-conversion experience is preferred

This is an opportunity to lead and grow a highly visible outbound sales operation with strong earning potential, executive-level exposure, and the support of a nationally recognized organization.

*This posting provides details on potential compensation ranges and possibilities. These amounts are not guaranteed and should in no way be construed as an offer.. American Residential Services is an Equal Opportunity Employer. We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or other protected characteristics. For more information about how we collect and use personal information, see our privacy policy here: https://www.ars.com/privacy-policy.

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