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Permanent Remote Call Monitoring Jobs in Rochester, MI

Nexcess

Manager of Reliability Operations

Southfield, MI · On-site +1

$110K - $150K/yr

This is a permanent, full-time, remote position. US Pay Band - $110K - $150K Actual compensation ... Own observability strategy, including monitoring, alerting, and signal quality * Improve detection ...

Nexcess

Manager of Reliability Operations

Southfield, MI · On-site +1

$110K - $150K/yr

This is a permanent, full-time, remote position. US Pay Band - $110K - $150K Actual compensation ... Own observability strategy, including monitoring, alerting, and signal quality * Improve detection ...

Nexcess

Manager of Reliability Operations

Southfield, MI · On-site +1

$110K - $150K/yr

This is a permanent, full-time, remote position. US Pay Band - $110K - $150K Actual compensation ... Own observability strategy, including monitoring, alerting, and signal quality * Improve detection ...

Nexcess

Manager of Reliability Operations

Southfield, MI · On-site +1

$110K - $150K/yr

This is a permanent, full-time, remote position. US Pay Band - $110K - $150K Actual compensation ... Own observability strategy, including monitoring, alerting, and signal quality * Improve detection ...

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

As of May 30, 2026, the average hourly pay for permanent remote call monitoring in Rochester, MI is $15.85, according to ZipRecruiter salary data. Most workers in this role earn between $13.27 and $17.50 per hour, depending on experience, location, and employer.

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

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 a Permanent Remote Call Monitoring job?

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 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 Rochester, MI? For Permanent Remote Call Monitoring jobs in Rochester, MI, the most frequently searched job titles are:
What job categories do people searching Permanent Remote Call Monitoring jobs in Rochester, MI look for? The top searched job categories for Permanent Remote Call Monitoring jobs in Rochester, MI are:
What cities near Rochester, MI are hiring for Permanent Remote Call Monitoring jobs? Cities near Rochester, MI with the most Permanent Remote Call Monitoring job openings:
Permanent Remote Call Monitoring jobs near you
Infographic showing various Permanent Remote Call Monitoring job openings in Rochester, MI as of May 2026, with employment types broken down into 81% Full Time, 17% Part Time, and 2% Contract. Highlights an 84% Physical, 5% Hybrid, and 11% Remote job distribution, with an average salary of $32,961 per year, or $15.8 per hour.
Manager of Reliability Operations

Manager of Reliability Operations

Nexcess

Southfield, MI • On-site, Remote

$110K - $150K/yr

Full-time

Retirement

Posted 24 days ago

Job description

Description
Position at Nexcess
About Nexcess
Nexcess brings together a portfolio of hosting, cloud, and digital experience brands to deliver high-performance infrastructure and services to businesses worldwide.
Our platforms power mission-critical applications for thousands of customers. Reliability is foundational to everything we do. We operate complex environments spanning virtualization, storage, networking, and application hosting; where performance, availability, and consistency matter at scale.
This is a permanent, full-time, remote position.
US Pay Band - $110K - $150K Actual compensation will vary based on experience, skills, and location.
About the Role
We're looking for a Manager of Reliability Operations to lead how we detect, respond to, and learn from failures across our platform ecosystem.
This role sits at the intersection of Operations and Engineering, bringing structure to incident response, accountability to follow-through, and clarity to reliability insights. You'll ensure that what we learn from production directly improves how our platforms are built, operated, and scaled.
What You'll Do
Own Reliability Operations & Incident Command
  • Continuously evolve and improve incident management, change management, and post-incident practices
  • Establish clear standards for incident declaration, severity, escalation, and communication
  • Ensure consistent execution across teams and continuous process improvement
  • Own the incident command function, including roles, structure, and operating procedures
  • Lead or oversee major incident response in a 24/7 production environment
  • Build and manage on-call incident commander rotations with global coverage
Drive Learning, Accountability & Reliability Strategy
  • Own post-incident reviews, ensuring strong root cause analysis and clear documentation
  • Translate incident trends into actionable reliability improvements
  • Drive completion of corrective actions across teams; escalate when needed
  • Define and maintain service performance and reliability targets (availability, latency, error rates)
  • Own observability strategy, including monitoring, alerting, and signal quality
  • Improve detection, reduce time to resolution, and increase platform resilience
  • Partner with Engineering and Operations on capacity planning, patching, and lifecycle decisions
  • Ensure reliability insights directly inform platform and infrastructure roadmaps
  • Collaborate with Security on vulnerability response, patch prioritization, and compliance alignment
Operate Across a Complex Platform Environment
  • Work across environments including virtualization platforms (VMware), distributed storage (Ceph), Linux-based systems, and hybrid cloud infrastructure
  • Support platforms that span dedicated hosting, managed applications, and high-availability cloud services
  • Ensure reliability practices scale across multiple products, brands, and customer environments
  • Provide regular, data-driven reporting to leadership on availability, incident trends, and operational performance
  • Act as the central authority on reliability insights across teams

What You Bring
  • Bachelor's degree in Computer Science, Engineering, or a related field (or equivalent practical experience)
  • 7+ experience in systems operations, site reliability, or platform engineering
  • 2+ years experience leading teams or major operational functions
  • Proven experience managing incidents in a 24/7 production environment
  • Strong background in troubleshooting, root cause analysis, and operational improvement
  • Experience with change management practices
Platform & Tooling Experience
  • Monitoring and observability platforms (e.g., Datadog, Prometheus, Grafana, New Relic)
  • Incident management and alerting tools (e.g., PagerDuty, Opsgenie)
  • Infrastructure and platform technologies (Linux systems, VMware, Ceph, cloud platforms)
  • Logging and telemetry systems (centralized logging, metrics, tracing)
  • Ability to translate complex technical data into clear insights
  • Strong communication skills, especially in high-pressure situations

Nice to Have
  • Background in Computer Science, Engineering, or a related field
  • Experience in managed hosting, cloud infrastructure, or SaaS environments
  • Experience defining and tracking system reliability and performance targets
  • Familiarity with ITIL or similar operational frameworks
  • Exposure to VMware, Ceph, Linux, and Windows platforms
  • Relevant certifications (AWS, RHCE, etc.)

We Offer:
  • Traditional and Roth 401k with company matching
  • A collaborative team culture
  • Consistent/set work hours
  • Challenging non-redundant daily duties
  • A voice in how things get done

Disclaimer:
This job description is only a summary of the typical functions of the position. It is not intended to be an exhaustive or comprehensive list of all job responsibilities, tasks, or duties. Additional duties and tasks may be assigned as part of the job function. Liquid Web Inc. reserves the right to modify, interpret, or apply this job description in a way that best supports the organizational needs. The job description in no way creates or implies an employment contract. The employment contract remains "at will".
Equal Employment Opportunity Policy: Liquid Web is committed to offering equal employment opportunity without regard to age, color, disability, gender, gender identity, genetic information, marital status, military status, national origin, race, religion, sexual orientation, veteran status, or any other legally protected characteristic.
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