ZipRecruiter

Log In

2

Remote Call Monitoring Jobs in Silver Spring, MD

HopeLink Behavioral Health

Workforce Analyst

Oakton, VA · Remote

$60K - $65K/yr

Fully Remote PRIMARY DUTIES: Workforce Monitoring & Reporting * Monitor daily attendance, schedule ... Track and report patterns in attendance, including call-outs, tardiness, early departures, and no ...

ServiceTec

Service Desk Team Lead

Herndon, VA · Remote

Remote (US-based) Due to a reorganization, we have an exciting internal vacancy opportunity to ... Oversee call center operations, including incident management, quality assurance, and tier ...

next page

Showing results 1-20

All JobsRemote Call Monitoring JobsRemote Call Monitoring Jobs in Silver Spring, MD

Remote Call Monitoring information

See Silver Spring, MD salary details

$10

$17

$25

How much do remote call monitoring jobs pay per hour?

As of Jun 26, 2026, the average hourly pay for remote call monitoring in Silver Spring, MD is $17.80, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $19.62 per hour, depending on experience, location, and employer.

What are the typical daily responsibilities of someone in a Remote Call Monitoring role?

Daily tasks for Remote Call Monitoring professionals usually involve listening to recorded or live customer calls, evaluating agent performance against company standards, and documenting observations. You will use specialized software to review calls, compile feedback, and sometimes provide actionable recommendations to supervisors or training teams. The role often involves working both independently and collaboratively to spot trends, identify coaching opportunities, and maintain high-quality service levels. This structured yet dynamic environment allows you to directly contribute to a company’s customer experience and overall performance.

What is a Remote Call Monitoring job?

A Remote Call Monitoring job involves listening to and evaluating customer service calls to ensure quality, compliance, and performance standards are met. Professionals in this role analyze interactions, provide feedback to agents, and generate reports to improve service efficiency. They may work for call centers, customer support teams, or third-party quality assurance firms. This job often requires strong attention to detail, communication skills, and familiarity with call evaluation software.

What are the key skills and qualifications needed to thrive in the Remote Call Monitoring position, and why are they important?

To excel in Remote Call Monitoring, you need a keen ear for detail, strong analytical abilities, and experience in quality assurance or customer service, often supported by a high school diploma or relevant certifications. Familiarity with call monitoring software, CRM systems, and telecommunication tools is commonly required. Outstanding soft skills include integrity, objectivity, and effective written communication for providing feedback and reporting findings. These qualities are critical to ensure call quality, regulatory compliance, and continuous improvement in customer interactions.

What are popular job titles related to Remote Call Monitoring jobs in Silver Spring, MD? For Remote Call Monitoring jobs in Silver Spring, MD, the most frequently searched job titles are:
What job categories do people searching Remote Call Monitoring jobs in Silver Spring, MD look for? The top searched job categories for Remote Call Monitoring jobs in Silver Spring, MD are:
What cities near Silver Spring, MD are hiring for Remote Call Monitoring jobs? Cities near Silver Spring, MD with the most Remote Call Monitoring job openings:
Remote Call Monitoring jobs near you
Infographic showing various Remote Call Monitoring job openings in Silver Spring, MD as of June 2026, with employment types broken down into 87% Full Time, 11% Part Time, and 2% Contract. Highlights an 38% Physical, 3% Hybrid, and 59% Remote job distribution, with an average salary of $37,019 per year, or $17.8 per hour.

Workforce and Reporting Manager

SYS Integration

Washington, DC • Remote

Full-time

Posted 23 days ago

Job description

Location: Remote

Workforce and Reporting Manager

Systems Integration, Inc. (SII) is a leading provider of customer experience, cloud-based services and managed IT solutions. We are seeking a Workforce and Reporting Manager to support a governmentcontracted call center by overseeing forecasting, staffing, scheduling, and performance reporting. This role ensures efficient use of Customer Service Representatives (CSRs), meets servicelevel requirements, and provides accurate operational reporting to internal leadership and government program officials.

Key Responsibilities:

  • Manage forecasting and staffing processes to ensure efficient, costeffective CSR utilization.
  • Develop and maintain annual, weekly, and daily staffing and scheduling plans.
  • Work closely with Program Manager and Operations Manager to determine future staffing needs and balance workload across locations.
  • Monitor performance against targets, identify gaps, and implement corrective actions.
  • Review workforce management tools and recommend improvements to enhance accuracy and efficiency.
  • Conduct ongoing assessments to improve forecasting, scheduling, and staffing processes.
  • Produce and manage required reports, including:
    • Daily and weekly performance reports
    • Monthly invoice progress reports
    • Quarterly work breakdown structure (WBS) reports
    • Annual summaries
    • Ad hoc and specialrequest reports
  • Coordinate with government program officials regarding reporting requirements and status updates.

Qualifications:

  • Experience in workforce management within a call center environment.
  • Strong analytical skills with proficiency in Excel and reporting tools.
  • Familiarity with workforce management systems (e.g. Genesys).
  • Ability to interpret data, identify trends, and recommend operational improvements.
  • Strong communication skills and experience supporting government contracts is preferred.
  • Bachelor's degree in Business Administration, Operations Management, Statistics, Data Analytics, or a related field

Must be able to pass a federal  background check going back 7 years without felonies. Must be able to pass a federal credit check. 

Apply