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Full Time Inmate Call Monitoring Jobs in Florida

BRIDGES OF AMERICA

Employment Specialist

Cocoa, FL

$13.50/hr

Monitor inmate work schedules, promotions, and salaries. * Conduct on-site visits to inmate ... NOTE: Full-Time work experience must be in one of the following areas: * Personnel management or ...

BRIDGES OF AMERICA

Employment Specialist

Cocoa, FL · On-site

$13.50/hr

Monitor inmate work schedules, promotions, and salaries. * Conduct on-site visits to inmate ... NOTE: Full-Time work experience must be in one of the following areas: * Personnel management or ...

Pasco County, FL

Corrections Officer

New Port Richey, FL · On-site

$62K/yr

... inmate safety and supervising and monitoring civilian personnel within the units. Apply now to ... full-time as a sworn officer in another state? Out of State Officer Requirements: your answer is ...

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Full Time Inmate Call Monitoring information

What is a Full Time Inmate Call Monitoring job?

A Full Time Inmate Call Monitoring job involves listening to, reviewing, and analyzing phone calls made by inmates in correctional facilities. The main goal is to ensure security, detect suspicious or illegal activity, and maintain compliance with facility policies and legal requirements. Employees in this role typically use specialized software to monitor calls, document findings, and report any concerns to appropriate authorities. It requires keen attention to detail, confidentiality, and an understanding of legal and ethical considerations related to inmate communications.

What are the key skills and qualifications needed to thrive as a Full Time Inmate Call Monitoring Specialist, and why are they important?

To thrive as a Full Time Inmate Call Monitoring Specialist, you need strong attention to detail, analytical listening skills, and familiarity with legal and correctional protocols, often supported by a high school diploma or higher. Proficiency with call monitoring software, digital recording systems, and database management tools is typically required. Excellent written communication, discretion, and the ability to remain impartial under sensitive circumstances are crucial soft skills. These competencies are vital to ensure compliance with regulations, maintain security, and accurately document or escalate information as needed.

What are some common challenges faced by professionals in a Full Time Inmate Call Monitoring role?

Professionals in Full Time Inmate Call Monitoring often face challenges such as maintaining focus during long periods of audio review, accurately identifying and documenting suspicious or prohibited conversations, and handling exposure to potentially distressing or sensitive content. The role requires strict adherence to confidentiality protocols and close collaboration with correctional staff and law enforcement. Developing strong attention to detail and effective stress management techniques is essential for success in this position.

What is the difference between Full Time Inmate Call Monitoring vs Part Time Inmate Call Monitoring?

AspectFull Time Inmate Call MonitoringPart Time Inmate Call Monitoring
Work HoursTypically 40 hours per week, full-time scheduleFewer hours, flexible scheduling
CertificationsOften requires security or communication certificationsMay require similar certifications but less frequently
Work EnvironmentCorrectional facilities, monitoring roomsSame as full-time, possibly part-time shifts
Employer & Industry UsagePrison systems, detention centersSame as full-time, used for staffing flexibility

Full Time Inmate Call Monitoring involves working standard hours with consistent responsibilities, while Part Time Inmate Call Monitoring offers more flexible scheduling with fewer hours. Both roles require similar certifications and work in correctional environments, but the full-time position provides more stability and benefits.

What are the most commonly searched types of Inmate Call Monitoring jobs in Florida? The most popular types of Inmate Call Monitoring jobs in Florida are:
What job categories do people searching Full Time Inmate Call Monitoring jobs in Florida look for? The top searched job categories for Full Time Inmate Call Monitoring jobs in Florida are:
What cities in Florida are hiring for Full Time Inmate Call Monitoring jobs? Cities in Florida with the most Full Time Inmate Call Monitoring job openings:
Full Time Inmate Call Monitoring jobs near you
Infographic showing various Full Time Inmate Call Monitoring job openings in Florida as of July 2026, with employment types broken down into 78% Full Time, and 22% Part Time. Highlights an 100% In-person job distribution.

Call Center Manager

Seacoast Service Partners

Fort Myers, FL • On-site

Full-time

Medical, Dental, Vision, Retirement, PTO

Re-posted 19 days ago

Job description

Call Center Manager
Residential HVAC & Plumbing
Seacoast Service Partners
Location: Cape Coral / Fort Myers, FL - 100% In-Office (No Remote or Hybrid)
Job Type: Full-time, Exempt (Salary)
Reports To: Shared Services Manager
About Seacoast Service Partners
Seacoast Service Partners (SSP) is a growing residential home services platform transforming the plumbing and HVAC industry with leading partners across Florida. We're building a centralized customer care function to support our family of brands, and we're hiring a hands-on Call Center Manager to help stand it up and run it.
Our Core Values guide everything we do:
  • Working Together - We are people who care about improving lives and our communities.
  • Safety Above All - We are dedicated to creating a safe workforce and workplace for every team member.
  • Integrity & Trust - We deliver the highest quality services to solve our customers' toughest challenges.
  • Results & Growth - We are committed to continuously striving for profitable growth and reinvestment in the future.
Position Summary
The Call Center Manager is responsible for the overall performance, development, quality, and operational success of the Customer Service Representative (CSR) team supporting multiple operating companies. This role will oversee day-to-day call center operations, team development, customer experience, reporting, quality assurance, and operational process improvement. This is a hands-on leadership role for someone who can build structure, coach teams, improve performance, and help create scalable processes in a fast-growing environment.
What You'll Own
Team Leadership & Development
  • Lead, coach, and develop CSR team members and Team Leads
  • Assist with hiring, onboarding, and training new employees
  • Conduct performance reviews, coaching sessions, and corrective action when needed
  • Build a positive, accountable, and customer-focused culture
  • Support scheduling, staffing coverage, and workforce planning

Quality Assurance & Call Monitoring
  • Monitor live and recorded calls daily using RingCentral
  • Score calls against a defined QA rubric covering greeting, discovery, booking, and closing
  • Deliver timely, actionable feedback and track coaching follow-through
  • Identify systemic issues (script gaps, routing errors, training needs) and escalate with recommended fixes

Operations & Performance Management
  • Monitor daily call center performance and service levels
  • Track and improve KPIs, including booking conversion, response times, customer satisfaction, and call quality
  • Build and maintain reporting dashboards and operational scorecards
  • Identify workflow inefficiencies and implement process improvements
  • Partner with leadership to support operational growth initiatives

Customer Experience & Service Standards
  • Support consistent customer experience standards across all brands
  • Assist with escalated customer concerns and resolution management
  • Develop scripts, SOPs, and customer communication standards

Systems & Technology
  • Support ServiceTitan workflows, dispatch coordination, and CRM accuracy
  • Partner with leadership on RingCentral call routing, reporting, and process optimization
  • Maintain operational reporting and data accuracy
  • Support Google LSA lead management and operational follow-up processes
Key Performance Indicators
The Call Center Manager will be responsible for monitoring and improving operational performance metrics, including:
  • Booking conversion rate at or above company target
  • Customer satisfaction (CSAT) score of 4.8 / 5.0 or higher
  • Average speed to answer under 30 seconds
  • Call abandonment rate under 5%
  • First-call resolution at 85% or higher
  • CSR quality assurance (QA) scores meeting company standards
  • Consistent follow-up and lead management compliance
  • Team attendance, schedule adherence, and productivity
  • Employee retention, engagement, and development
  • Accurate reporting and operational dashboard maintenance
  • Continuous improvement in call handling, customer experience, and operational efficiency
Required Qualifications
  • 5+ years of call center, customer service, or operations leadership experience
  • 3+ years of direct team management experience in a high-volume environment
  • Strong leadership, coaching, accountability, and employee development skills
  • Experience managing KPIs, reporting, and operational performance metrics
  • Strong communication, organizational, and problem-solving abilities
  • Experience handling escalated customer concerns and conflict resolution
  • Proficiency with Microsoft Excel, reporting tools, and general business systems
  • Ability to work in a fast-paced, changing environment and manage multiple priorities
  • High school diploma or equivalent
Preferred Qualifications
  • Experience in HVAC, plumbing, electrical, or home services industries
  • ServiceTitan experience
  • RingCentral or call center phone system experience
  • CRM management experience
  • Experience building or scaling call center operations
  • Multi-location company experience
  • Experience with quality assurance (QA), call monitoring, and workforce management
  • Bilingual English/Spanish
  • Associate's or Bachelor's degree in Business, Communications, or related field
What We Offer
  • Medical, dental, and vision insurance
  • Paid time off and paid holidays
  • 401(k) with company match
  • Clear growth path in a growing home services platform
  • Opportunity to help build a centralized call center from the ground up with leadership support and dedicated resources

Seacoast Service Partners is an Equal Opportunity Employer. All qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.

Apply