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Virtual Call Center Agent Jobs in Calgary, AB (NOW HIRING)

Wawanesa Insurance

Life Services Representative

Calgary, AB · Hybrid

CA$48K - CA$55K/yr

Participate in Call Centre group for incoming client and agent calls. * Monitor and respond to customer service inquiries within company service levels. * Prepare correspondence and documents for a ...

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Virtual Call Center Agent information

See Calgary, AB salary details

$7

$11

$18

How much do virtual call center agent jobs pay per hour?

As of Sep 5, 2026, the average hourly pay for virtual call center agent in Calgary, AB is $11.59, according to ZipRecruiter salary data. Most workers in this role earn between $9.86 and $12.98 per hour, depending on experience, location, and employer.

What is a virtual call center agent?

Virtual Call Center Agents are customer service representatives who work remotely, usually from home, to handle inbound or outbound calls for a company. They provide assistance, answer questions, resolve issues, and often process orders or offer technical support, depending on the employer's needs. These agents use internet-based communication tools and customer service software to interact with customers and manage their workflow. The virtual setup allows businesses to offer flexible support hours and tap into a wider pool of talent.

What does a virtual call center agent do?

A virtual call center agent provides customer support remotely via a number of different forums, from email to phone calls to online chat. Some specialize in sales, technical issues, or telemarketing. Employees also work with different support levels, depending on expertise and experience. You are typically the first point of contact with the public. Your duties involve responding to inbound calls and providing further instructions or followup in outbound communications. The job is usually full-time with some employers offering 24/7 support. A representative must document each case accurately and completely to assist other team members who get involved with each issue.

What are the key skills and qualifications needed to thrive as a virtual call center agent, and why are they important?

To thrive as a Virtual Call Center Agent, you need strong communication skills, proficiency in customer service, and typically a high school diploma or equivalent. Familiarity with call center software, CRM systems, and VoIP technology is important for managing customer interactions efficiently. Excellent listening skills, patience, and the ability to multitask help agents deliver positive customer experiences and resolve issues promptly. These skills ensure high-quality service, customer satisfaction, and effective problem-solving in a remote environment.

How do virtual call center agents typically manage communication and collaboration with remote team members?

Virtual Call Center Agents often rely on a combination of digital tools, such as instant messaging platforms, video conferencing, and shared dashboards, to stay connected with their team and supervisors. Regular team meetings and one-on-one check-ins help agents align on goals, share best practices, and address challenges in real time. While working remotely can feel isolating at times, most organizations foster a supportive environment through virtual team-building activities and transparent communication channels, ensuring agents feel included and informed.

What is the difference between Virtual Call Center Agent vs Customer Service Representative?

AspectVirtual Call Center AgentCustomer Service Representative
CredentialsHigh school diploma or equivalent; sometimes certifications in customer serviceHigh school diploma or equivalent; customer service certifications optional
Work EnvironmentRemote, home-based call center setupTypically in-office or remote, depending on employer
Industry UsageCommon in call centers, telecommunication, tech supportWidespread across retail, banking, healthcare, and more
Job FocusHandling inbound/outbound calls, technical support, salesAssisting customers, resolving issues, providing product info

While both roles involve customer interaction, Virtual Call Center Agents primarily work remotely handling calls for specific companies, often with a focus on technical support or sales. Customer Service Representatives may work in various settings and handle a broader range of customer inquiries. The roles overlap in skills and credentials but differ mainly in work environment and specific job functions.

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Virtual Call Center Agent jobs near you
Infographic showing various Virtual Call Center Agent job openings in Calgary, AB as of August 2026, with employment types broken down into 2% As Needed, 79% Full Time, 17% Part Time, and 2% Contract. Highlights an 94% Physical, 2% Hybrid, and 4% Remote job distribution, with an average salary of $24,114 per year, or $11.6 per hour.

AI Solutions Analyst - Contact Center Technologies

NRG Energy

Calgary, AB • On-site

Full-time

Re-posted yesterday

Job description

Welcome to the intersection of energy and home services. At NRG, we're all about propelling the next generation of leaders forward. We are driven by our passion to create a smarter, cleaner and more connected future. We deliver innovative solutions that make our customers' lives easier-helping them power, protect, and intelligently manage their homes and businesses. To do this, we need creative and talented people to join our company.

We offer a dynamic work environment and a unified and inclusive culture. NRG fosters a strong sense of belonging that leads to better collaboration and business performance. Our company programs are designed to help employees develop the skills they need for success now and in the future. In everything we do, we aim to champion our employees and bring value to our customers, investors and society.

More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn, and follow us on Twitter @nrgenergy.

About Us 

NRG is a leading North American energy company, powering the lives of millions of customers across the U.S. and Canada. Through its retail brands, including Direct Energy, NRG delivers energy solutions that prioritize reliability, innovation, and customer trust. 

Within Direct Energy Canada, Customer Care plays a critical role in supporting customers through complex, highimpact interactions. As customer expectations continue to evolve, Customer Care is investing in AIenabled capabilities to support frontline teams, improve operational efficiency, and deliver consistent, highquality customer experiences at scale. 

About the Role 

The AI Solutions Analyst plays a critical role in the daytoday operation, optimization, and continuous improvement of AI solutions in production within Customer Care. 

Reporting to the AI Operations Solutions Team Lead, this role is handson and executionfocused-responsible for configuring AI workflows, monitoring performance, resolving issues, and turning operational insights into measurable improvements for agents and customers.  

The AI Solutions Analyst executes against defined priorities, operating rhythms, and standards established by the Team Lead to ensure AI solutions are stable, trusted, adopted, and delivering sustained business value. 

Key Responsibilities 

AI Operations & Solution Support 

  • Operate, support, and optimize AIenabled contact center solutions in production, including realtime agent assist, AIdriven insights, and virtual agent capabilities. 

  • Configure and maintain AI workflows using lowcode / nocode platforms in alignment with established standards and operating rhythms. 

  • Support release readiness activities including testing, validation, deployment support, and postrelease monitoring. 

  • Identify, troubleshoot, and resolve workflow degradation, performance issues, or data quality concerns impacting frontline execution. 

  •  Maintain accurate documentation of configurations, changes, and operational impacts. 

  •  Provide daytoday operational support to end users and partner teams to ensure reliable execution. 

Continuous Improvement & Performance Optimization 

  •  Monitor AI adoption, usage, and effectiveness using operational and customer metrics (e.g., AHT, FCR, NPS, ASAT). 

  • Analyze interaction data to identify trends, friction points, and opportunities for incremental improvement. 

  •  Execute continuous improvement initiatives prioritized by the Team Lead, including tuning models, refining workflows, and improving agent guidance. 

  •  Design and maintain feedback loops incorporating agent input, QA findings, and customer signals. 

  • Develop dashboards and reports to communicate AI performance metrics and business impact. 

Support New AI Initiatives 

  • Support pilot programs and proofofconcept initiatives as directed by the AI Operations Solutions Team Lead.  

  •  Assist with requirements gathering, testing, validation, and operational readiness for new AI capabilities.  

  •  Support transition of approved pilots into steadystate operations by executing configuration, documentation, and performance monitoring activities.  

  •  Provide handson execution and analytical input to inform decisionmaking and prioritization. 

Governance & Compliance 

  • Execute AI workflows in compliance with data privacy, security, and responsible AI standards. 

  •  Partner with NRG's Data & AI and Technology teams to support ethical, fair, and transparent AI outputs. 

  • Ensure documentation and controls support auditability, governance, and longterm sustainability of AI solutions. 

Minimum Qualifications 

  •  Bachelor Degree in Computer Science, Data Analytics, Business, or related field; or equivalent experience. 

  • 3+ years of experience in one or more of contact center operations, applied AI enablement, analytics, or continuous improvement. 

  •  Experience with one or more CRM and contact center platforms such as NiCE, SAP CRM, Salesforce, Genesys, or Five9. 

Preferred Skills: 

  •  Familiarity with AI platforms (e.g., Cresta, Google Dialogflow, Microsoft Azure AI, AWS Lex, etc.). 

  •  Experience supporting AI solutions in production / steadystate environments. 

  • Strong analytical and problemsolving skills. 

  • Understanding of conversational AI, NLP and real-time agent assistance. 

  •  Ability to translate technical insights into clear, operationally relevant findings. 

  • Experience working in agile or continuous improvement environments. 

  • Excellent communication and stakeholder management skills. 

  • Ability to work independently and manage multiple priorities. 

  • Ability to translate technical concepts into business-friendly language. 

Why Join Us? 

  • Join a forward-thinking team that's redefining customer experience through AI innovation. 

  •  Play a key role in transforming how customers interact with our contact center-making every conversation smarter, faster, and more impactful. 

  •  Work with cutting-edge AI technologies in a company committed to ethical AI and a culture of continuous innovation. 

  • Enjoy a collaborative culture with opportunities for growth, learning and career development. 

NRG Energy is committed to providing broad access to employment opportunities for diverse job seekers, and to ensuring our workforce represents the diverse communities we serve. We abide by human rights legislation and accommodate applicants and employees in accordance with applicable law.

Any information you provide through this form will be used and disclosed for the purposes of considering your application and, if you are offered a job, in relation to your employment (including post-employment activities). If you have provided references, you consent to us contacting such references and obtaining your personal information from them. Do not submit references if you have not obtained the consent of such references. Your personal information will otherwise be handled in accordance with our privacy policy.

DEML employs individuals in the Provinces of Alberta, Ontario, British Columbia, and Saskatchewan. We regret that we will be unable to hire you for this role if your regular remote work location is not within one of these listed provinces. Please reach out to careers@nrg.com if you have any questions.

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About NRG

Sourced by ZipRecruiter

At NRG, we're bringing the power of energy to people and organizations by putting customers at the center of everything we do. We generate electricity and provide energy solutions and natural gas to millions of customers through our diverse portfolio of retail brands. A Fortune 500 company, operating in the United States and Canada, NRG delivers innovative solutions while advocating for competitive energy markets and customer choice, working towards a sustainable energy future. More information is available at www.nrg.com. Connect with NRG on Facebook, LinkedIn and follow us on Twitter @nrgenergy.

Industry

Oil and coal products manufacturing

Company size

5,001 - 10,000 Employees

Headquarters location

Houston, TX, US

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