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Permanent Remote Call Monitoring Jobs in Boston, MA

Endless Energy

CSR (Call Center) Manager

Marlborough, MA · Remote

$16 - $20.75/hr

Monitor workflow efficiency and continuously improve operational processes. Sales & Performance ... Experience leading both in-office and remote employees. * Strong Microsoft Office and Google ...

Precision Monitoring LLC

Sales Representative

Boston, MA · Remote

$60K - $70K/yr

... remote monitoring and enterprise management solutions that drive better outcomes across the health ... Meet call quotas for active and prospective clients, including appointments and interviews.

Raytheon

Manager, Global Trade (Remote)

Boston, MA · Remote

Monitor authorizations for any changes effecting the authorizations and taking action upon ... Possess ability to handle complex licensing issues - permanent and temporary export licenses ...

Exemplar Companies

Senior Solutions Architect

Boston, MA · Remote

$130K - $160K/yr

Remote - United States Job Type: Full-Time, Permanent About Exemplar Companies Exemplar Companies ... Monitor system performance and oversee the resolution of technical issues. Client Engagement * Lead ...

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Permanent Remote Call Monitoring information

See Boston, MA salary details

$11

$18

$27

How much do permanent remote call monitoring jobs pay per hour?

As of Aug 10, 2026, the average hourly pay for permanent remote call monitoring in Boston, MA is $18.70, according to ZipRecruiter salary data. Most workers in this role earn between $15.67 and $20.62 per hour, depending on experience, location, and employer.

What is the difference between Permanent Remote Call Monitoring vs Remote Customer Service Representative?

AspectPermanent Remote Call MonitoringRemote Customer Service Representative
CredentialsTypically requires call monitoring or quality assurance certificationsUsually requires customer service or communication skills, sometimes certifications in specific industries
Work EnvironmentRemote, focused on monitoring and evaluating callsRemote, focused on assisting customers via calls or chat
Employer & IndustryCall centers, quality assurance firms, customer service departmentsCustomer service, retail, tech support across various industries

Permanent Remote Call Monitoring involves evaluating and ensuring call quality remotely, often requiring specific certifications. Remote Customer Service Representatives directly assist customers, focusing on support and problem-solving. While both roles are remote and industry-related, their core functions differ: monitoring vs. direct customer interaction.

What is a permanent remote call monitoring?

A Permanent Remote Call Monitoring job involves listening to and evaluating customer service or sales calls from a remote location on a long-term basis. The main goal is to assess call quality, ensure compliance with company standards, and provide feedback to improve customer interactions. These professionals use specialized software to access recorded or live calls, document their observations, and sometimes report findings to management. This role is often fully remote and can be full-time or part-time, depending on the employer's needs. It requires attention to detail, good communication skills, and a strong understanding of customer service protocols.

What are some common challenges faced by professionals in permanent remote call monitoring roles, and how can they be managed?

Permanent Remote Call Monitoring professionals often navigate challenges such as maintaining consistent attention to detail during lengthy call reviews and adapting to evolving company protocols. Working remotely can also make it harder to communicate quickly with team members or receive immediate feedback. To manage these challenges, it's important to establish a structured daily routine, leverage digital collaboration tools for team communication, and regularly review updated guidelines. Staying proactive about feedback and participating in virtual team check-ins can also help maintain quality and foster a sense of connection.

What are the key skills and qualifications needed to thrive as a permanent remote call monitoring specialist?

To thrive as a Permanent Remote Call Monitoring Specialist, you need strong analytical abilities, attention to detail, and experience in quality assurance, typically supported by a background in customer service or call center operations. Familiarity with call monitoring software, CRM systems, and reporting tools is essential, and certifications in quality assurance or call center management can be advantageous. Exceptional communication, objectivity, and problem-solving skills help you provide constructive feedback and foster continuous improvement. These skills ensure that customer interactions meet company standards, driving customer satisfaction and operational excellence in a remote environment.
What are the most commonly searched types of Remote Call Monitoring jobs in Boston, MA? The most popular types of Remote Call Monitoring jobs in Boston, MA are:
What are popular job titles related to Permanent Remote Call Monitoring jobs in Boston, MA? For Permanent Remote Call Monitoring jobs in Boston, MA, the most frequently searched job titles are:
What job categories do people searching Permanent Remote Call Monitoring jobs in Boston, MA look for? The top searched job categories for Permanent Remote Call Monitoring jobs in Boston, MA are:
What cities near Boston, MA are hiring for Permanent Remote Call Monitoring jobs? Cities near Boston, MA with the most Permanent Remote Call Monitoring job openings:
Permanent Remote Call Monitoring jobs near you

CSR (Call Center) Manager

Endless Energy

Marlborough, MA • Remote

$16 - $20.75/hr

Full-time

Posted 5 days ago

Job description

Description

About Endless Energy

Endless Energy started with a desire to help people save money while saving the environment. Today, our vision has grown to encompass residential and commercial HVAC solutions, insulation, Mass Save Home Energy Assessments, and net-zero home construction throughout New England.


As a Mass Save Certified Contractor, we help homeowners improve comfort, reduce energy usage, and lower utility costs while taking advantage of valuable rebates and energy efficiency programs.


Our culture is built around integrity, innovation, accountability, and delivering an exceptional customer experience.


About the Role

Endless Energy is seeking an experienced Customer Care Advisor (CCA) Manager to lead our growing Customer Care team. This leadership role is responsible for driving lead conversion, maximizing appointment opportunities, improving customer experience, and developing a high-performing inside sales team.


This is more than a traditional call center management position. The ideal candidate is a proven leader who understands how to coach teams through metrics, optimize sales performance, analyze KPIs, and build efficient processes that directly contribute to company growth.


If you're passionate about developing people, improving performance, and using data to drive results, we'd love to meet you.


Key Responsibilities


Team Leadership:
  • Recruit, hire, onboard, train, coach, and develop Customer Care Advisors.
  • Conduct regular one-on-one coaching sessions and performance reviews.
  • Create a culture focused on accountability, continuous improvement, and customer satisfaction.
  • Review employee timecards and manage commission tracking for direct reports.
  • Develop future leaders through coaching and performance management.
Call Center Operations
  • Oversee the day-to-day operations of the Customer Care department.
  • Manage staffing schedules including weekdays, evenings, weekends, holidays, and vacation coverage.
  • Ensure appropriate staffing levels to maximize lead response times and protect marketing investments.
  • Monitor workflow efficiency and continuously improve operational processes.
Sales & Performance Management
  • Establish, monitor, and improve Key Performance Indicators (KPIs) including:
    • Lead conversion rates
    • Appointment booking rates
    • Outbound call activity
    • Contact rates
    • Customer satisfaction
    • Revenue generation
    • Productivity metrics
  • Create, analyze, and present performance reports to executive leadership.
  • Develop outbound calling campaigns that increase sales opportunities and company revenue.
  • Coach advisors on inside sales techniques to improve conversions and customer engagement.
Customer Experience
  • Ensure exceptional customer service throughout every customer interaction.
  • Resolve escalated customer concerns professionally and efficiently.
  • Monitor customer interactions through recorded calls to identify coaching opportunities and maintain quality standards.
  • Ensure complete, accurate, and timely customer documentation within ServiceTitan.
Operational Excellence
  • Review the ServiceTitan dispatch board daily to maximize appointment capacity and technician efficiency.
  • Monitor canceled and missed appointments to ensure timely rescheduling.
  • Identify workflow improvements that increase operational efficiency.
  • Collaborate with executive leadership on grassroots marketing initiatives including:
    • Event marketing
    • Community outreach
    • Field canvassing
    • Content development

Requirements

Required

  • Previous Call Center, Customer Care, BDC, or Customer Intake management experience.
  • Proven leadership experience managing customer service or inside sales teams.
  • Experience coaching employees using performance metrics and KPIs.
  • Strong understanding of sales funnels, conversion metrics, and customer lifecycle management.
  • Experience using ServiceTitan.
  • Experience working within the Nexstar Network methodology and coaching principles.
  • Strong analytical skills with the ability to interpret reports and make data-driven decisions.
  • Excellent verbal and written communication skills.
  • Exceptional organizational and time management abilities.
  • Ability to multitask while managing multiple priorities in a fast-paced environment.
  • Experience leading both in-office and remote employees.
  • Strong Microsoft Office and Google Workspace skills.
Preferred

Experience with the following platforms is highly preferred:

  • Chiirp
  • Broccoli
  • Vonage
  • ServiceTitan Reporting & Analytics
  • Lead generation platforms
  • CRM reporting tools
  • Call tracking and quality assurance software
  • Workforce management software

What Makes You Successful

Our ideal candidate is someone who:

  • Loves developing and coaching people.
  • Understands how to use KPIs to improve performance.
  • Thrives in a fast-paced, high-growth environment.
  • Can balance customer service with revenue generation.
  • Makes decisions using data rather than assumptions.
  • Builds positive team culture through accountability and recognition.
  • Continuously looks for opportunities to improve systems, processes, and customer experience.

Experience within the HVAC, plumbing, electrical, home services, or residential services industry is strongly preferred.


Apply