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Permanent Remote Call Monitoring Jobs in Riverside, CA

Shield

Service Desk Manager - Tier II

Anaheim, CA · On-site +1

$93K - $108K/yr

IronOrbit - Remote Compensation: $93,600 - $108,160 / year Description IronOrbit is seeking a Tier ... Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate ...

NextDeavor Inc.

.Net Developer/Angular Developer

Irvine, CA · On-site +1

$57.82 - $60.54/hr

Monitor production support queues and respond to user-reported questions and bugs * Implement ... S. citizen or lawful permanent resident (Green Card holder) * Ability to work 40 hours per week ...

Addison Group

Treasury Manager

Irvine, CA · Remote

$60 - $75/hr

Irvine, CA (Remote) Assignment Type: Temp-to-Permanent Compensation: $60-$75/hour Work Schedule ... Monitor market conditions, interest rate trends, and other economic factors that may impact ...

BLEHEALTH, LLC

LICENSED VOCATIONAL NURSE-LCM

Pomona, CA · Remote

$29 - $31/hr

Monitor treatment adherence (including medication) * Provide health promotion and self-management ... Call Member to facilitate Member visit with the ECM Lead Care Manager QUALIFICATION REQUIREMENTS:

GFT.

Proposal Specialist

Irvine, CA · On-site +1

$75K - $90K/yr

This role follows a fully remote work model. Experience preparing proposals for capital public ... Work is closely monitored and overseen by Manager for accuracy, timeliness, quality, etc.

GFT.

Proposal Specialist

Chino Hills, CA · On-site +1

$75K - $90K/yr

This role follows a fully remote work model. Experience preparing proposals for capital public ... Work is closely monitored and overseen by Manager for accuracy, timeliness, quality, etc.

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Permanent Remote Call Monitoring information

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

As of Aug 27, 2026, the average hourly pay for permanent remote call monitoring in Riverside, CA is $17.96, according to ZipRecruiter salary data. Most workers in this role earn between $15.05 and $19.81 per hour, depending on experience, location, and employer.

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 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 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 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 are popular job titles related to Permanent Remote Call Monitoring jobs in Riverside, CA?

For Permanent Remote Call Monitoring jobs in Riverside, CA, the most frequently searched job titles are:

What job categories do people searching Permanent Remote Call Monitoring jobs in Riverside, CA look for?

The top searched job categories for Permanent Remote Call Monitoring jobs in Riverside, CA are:

What cities near Riverside, CA are hiring for Permanent Remote Call Monitoring jobs?

Cities near Riverside, CA with the most Permanent Remote Call Monitoring job openings:

Permanent Remote Call Monitoring jobs near you

Service Desk Manager - Tier II

Anaheim, CA • On-site, Remote

Shield
See more jobs at Shieldexternal

$93K - $108K/yr

Full-time

Re-posted 5 hours ago

Job description

Service Desk Manager - Tier II
Department: Managed Services
Employment Type: Full Time
Location: IronOrbit - Remote
Compensation: $93,600 - $108,160 / year
Description
IronOrbit is seeking a Tier II Service Desk Manager to lead our Tier II support team as part of our Managed Services organization. This role combines hands on technical leadership, team management, and ITIL based incident and problem management to ensure timely issue resolution, strong service continuity, and an exceptional customer experience.
The Tier II Service Desk Manager will be responsible for the day to day leadership and performance of the Tier II team, ensuring escalated technical issues are resolved effectively and service expectations are consistently met. This individual will serve as a technical subject matter expert and escalation resource for the team, bringing strong hands on experience across Active Directory, server environments, desktops, and related infrastructure technologies.
In addition to leading Tier II operations, this role will have a strong focus on incident and problem management. The Manager will use service desk data, ticket trends, and recurring incidents to identify broader problems within customer environments and drive those issues toward permanent resolution. This includes coordinating root cause analysis, identifying opportunities for proactive remediation, and ensuring recurring issues are addressed rather than repeatedly resolved at the incident level.
The Tier II Service Desk Manager will work closely with Senior Service Managers, Customer Success Managers, and other technical teams to manage escalations, address service impacts, and maintain clear ownership and communication throughout the resolution process. This individual will also play an important role in continually improving support processes, service quality, and overall operational performance.
Key Responsibilities
  • Lead, mentor, and inspire a geographically distributed Tier II and Incident and Problem Management-focused team, fostering accountability, quality, and a positive, collaborative environment.
  • Demonstrate strong leadership in remote team settings: set clear expectations, facilitate regular virtual check-ins, and promote knowledge sharing across locations and time zones.
  • Oversee the end-to-end incident lifecycle: monitor ticket queues, triage incidents, coordinate escalations, and ensure timely resolution in line with SLAs.
  • Manage the problem management process: identify recurring issues, facilitate root cause analysis, and drive implementation of permanent solutions.
  • Serve as the senior escalation point for complex technical and client-impacting incidents during assigned shifts.
  • Coordinate change requests and scheduled maintenance activities with after-hours teams to minimize client disruption.
  • Develop, track, analyze and publish incident and problem metrics, prepare shift reports, and communicate critical updates to daytime leadership and the Senior Service Manager.
  • Collaborate with other managers and after-hours teams to ensure seamless handoffs and knowledge transfer between shifts and global teams.
  • Champion continuous improvement in incident and problem management processes, documentation, and client satisfaction.

Skills, Knowledge & Expertise
  • 3+ years in an IT support or service management leadership role (MSP experience highly preferred).
  • Demonstrated success leading remote and distributed teams, including setting goals, providing feedback, and driving engagement in virtual environments.
  • Strong technical background in Windows Server (2016/2019/2022), networking (Cisco, Sophos, SonicWall), cloud platforms (Microsoft 365, Google Workspace, Azure AD), and remote troubleshooting.
  • Proven ability to lead distributed/remote teams effectively.
  • Excellent written and verbal communication skills, with an emphasis on clarity and inclusivity in virtual settings.
  • Experience with ITSM tools and incident/problem management processes.
  • Experience with endpoint and device management tools (Microsoft Intune, Datto RMM, CrowdStrike Falcon, JAMF Pro, Apple Business Manager).
  • Familiarity with virtualization and VDI platforms (VMware Horizon, Citrix, Hyper-V).
  • Ability to coordinate effectively with after-hours and overnight teams.

Preferred:
  • ITIL certification or equivalent process knowledge.
  • Experience managing cross-time-zone teams and facilitating virtual collaboration.
  • Familiarity with MSP performance metrics, SLA reporting, and continual service improvement.
  • Knowledge of compliance frameworks (ISO 27001, PCI, SOC2).
  • Experience with backup/recovery (Veeam), MFA (Duo, Microsoft), and security monitoring (NIDS, DLP).

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