Remote Contact Centre Agent: Indigenous Class Action Administration Projects

Job Type: Permanent
Work Model: Remote
Reference code: 131842
Primary Location: Toronto, ON
All Available Locations: Toronto, ON; Burlington, ON; Calgary, AB; Edmonton, AB; Fredericton, NB; Halifax, NS; Kitchener, ON; Moncton, NB; Ottawa, ON; Regina, SK; Saint John, NB; Saskatoon, SK; St. John's, NL; Vancouver, BC; Victoria, BC; Winnipeg, MB

Our Purpose

R8dius is an Indigenous majority-owned professional services, technology implementation and managed services business. We are united by the goal of forging a new path for all of us to walk and prosper together.

It’s a rare thing when you get to help build the future. But that’s every day at R8dius. We’re working to turn R8dius into a meeting place, enabled by our shared purpose, where we can learn and grow together.

Our purpose is to “Widen the Circle”, or in other words, to expand the horizons of opportunity and prosperity so that Indigenous Peoples can be leaders in the professional services space. We are compelled to find solutions to challenging problems that drive our people, our company, and our clients forward.

By living our Purpose, together we will make an impact that matters.

• Learn from deep subject matter experts through mentoring and on the job coaching
• Be encouraged to deepen your technical skills…whatever those may be.
• Partner with diverse clients to solve their most complex problems
• Enjoy flexible, proactive, and practical benefits that foster a culture of well-being and connectedness.
• Work in an agile work environment where work is what you do not where you do it

Widening The Circle

In response to growing calls for reconciliation and lasting societal change, Indigenous leadership and businesses have come together in partnership with Deloitte Canada to forge long-term partnerships, create new avenues for growth, and drive economic advancement. R8dius is an Indigenous majority-owned professional services, technology implementation and managed services business. We are united by the goal of forging a new path for all of us to walk and prosper together. Our purpose is to “Widen the Circle”, or in other words, expand the horizons of opportunity and prosperity so that Indigenous Peoples can be leaders in the professional services space. The brighter future we seek must ensure Indigenous knowledge is the beacon that guides this business forward. Combining Indigenous knowledge and worldviews with imaginative solutions and advanced technologies will illuminate new opportunities for individuals, and new forms of progress in our communities. R8dius is a national network comprised of First Nations and Deloitte’s service capabilities. We share values, a focus on long-term change, and the belief that a purpose-led organization can make an impact for all.

Step into a purpose-driven role at R8dius, where your lived experience and knowledge can make a profound difference. We're actively seeking empathetic individuals with a background in customer service or contact center operations to join our team as Remote Contact Centre Agents, dedicated to assisting Indigenous Peoples and communities in navigating the complexities of Indigenous Class Action Administration Projects. If you identify as Indigenous (First Nations, Inuit, Métis) and have a passion for supporting others during sensitive moments, we invite you to bring your cultural sensitivity, compassion, and listening skills to our team. This position can be done remotely, and tax exemption work is encouraged for those who qualify. We are seeking candidates for a mix of permanent and contract positions (6-12 months). The shifts are flexible between 8:00am EST to 8:00pm EST, with a guarantee of minimum 30 hours per week.

What will your typical day look like?

Join R8dius’ Contact Centre group for an impactful role as a Remote Contact Centre Agent on Indigenous Class Action Administration Projects. Your day-to-day responsibilities will include:

Empathetic Customer Support:

• Engage with compassion and cultural sensitivity when responding to customer inquiries via phone and email.
• Navigate through sensitive topics related to Indigenous class-action settlements with empathy and understanding.

Exceptional Communication:

• Provide timely and accurate responses, using industry technologies to ensure efficient and effective communication.
• Adapt your communication style to meet the diverse needs of individuals, demonstrating a commitment to inclusivity.

Navigating Complexities:

• Assist individuals in understanding and navigating the complexities of Indigenous Class Action Administration Projects.
• Guide clients through sensitive issues, maintaining a non-judgmental and supportive approach.

Innovation and Improvement:

• Identify opportunities for innovation to enhance the overall client service delivery experience.
• Collaborate with the team to improve processes, ensuring a streamlined and supportive experience for those seeking assistance.

About R8dius

R8dius is an Indigenous professional services, technology implementation and managed services business. R8dius’ founding investor and partner is Kitsaki Management, one of Canada’s leading First Nation economic development corporations and the economic development arm of Lac La Ronge Indian Band in Saskatchewan. Supported by Deloitte Canada, R8dius will widen the circle of opportunities for Indigenous Peoples and Nations to lead in the professional services space and engage in sustainable partnerships across Canada.

As an independent business, R8dius will operate with an Indigenous-majority board to deliver innovative and impactful Indigenous technology services in Canada, in response to the growing market need. R8dius includes a national network of Indigenous and non-Indigenous leaders, fusing unique perspectives and capabilities to deliver world-class solutions and technologies to clients across the economy to address Canada’s most complex challenges. As R8dius grows, it will continue to engage Indigenous economic development groups to invest in the business and drive economic diversification within their communities.

Certified as an Indigenous Business by Indigenous Services Canada (ISC) and the Canadian Council of Indigenous Business (CCIB), the ‘8’ in R8dius is representative of the Eighth Fire Prophecy – a First Nation’s prophecy related to creating a better future through aligning values of Indigenous and non-Indigenous communities. With a growing First Nations, Métis, and Inuit (FNMI) economy and workforce, economic inclusion, entrepreneurship, and sustainable development for FNMI communities will be at the center of the business to help boost Canada’s productivity and create new opportunities in professional services.

Some of R8dius' operational systems are enabled by Deloitte Canada.

Enough about us, let’s talk about you

As an ideal candidate for this role, you possess:

• Self-identify as Indigenous (First Nations, Inuit, Métis).
• Strong written and verbal communication skills.
• Demonstrated empathy, compassion, and cultural sensitivity.
• Additional relevant training in customer service and trauma-informed care is an asset.
• Available to work remotely with a secure private work space in your home and hard wired internet access.
• Experience working with Indigenous Peoples and communities considered a valuable asset.
• Excellent listening skills, especially in navigating sensitive topics.
• Professional customer service skills with a strong phone presence.
• Passion for providing an exceptional customer experience.
• Previous customer service or contact centre experience.
• Availability to work flexible schedules, including between 8:00 am EST to 8:00 pm EST with a guarantee of minimum 30 hours per week.
• Ability to adapt to continuously evolving client needs.
• Flexibility and quick learning in a dynamic environment.
• Strong multitasking and organizational skills.
• Ability to work independently and exercise good judgment.
• Self-driven with attention to detail and follow-through.
• Knowledge of Indigenous languages is considered an asset.
• Minimum high school education; post-secondary education is an asset but not required.

Due to the nature of the role having interactions with National clients, English is required for this position

Total Rewards

The hourly rate for this position is $19.23.

At R8dius, we take pride in our commitment to cultural safety and fostering a workplace where all team members can thrive while honoring their cultures. We understand the importance of balancing work with a lifestyle that celebrates cultural connections. That’s why we offer:

• Remote work: Work where you want (within Canada). For those who qualify, work tax-exempt from your community.
• Generous vacation: A minimum of 15 paid vacation days per year.
• Mental health support: $4,000 per year in mental health benefits to support your holistic well-being.
• Flexible spending account: $1,300 annually for health-related benefits, which can also be used for Indigenous wellness, including traditional medicines and healers.
• Company-matched pension plan: Helping you plan and save for your future.
• Paid Indigenous cultural days: Dedicated paid days for Indigenous team members to participate in cultural events and practices without needing to take vacation.
• Flexible bereavement leave.
• And more!

Reasons to believe in R8dius are reasons to believe in the future.

We are Indigenous majority-owned.

The brighter future we seek must ensure Indigenous knowledge is the beacon that guides this business forward.

We create new paths.

Combining Indigenous knowledge and worldviews with imaginative solutions and advanced technologies will illuminate new opportunities for individuals, and new
forms of progress for our communities.

We are a national network.

R8dius is a network comprised of Indigenous and Deloitte’s service capabilities. We share values, a focus on long-term change, and the belief that a purpose-led organization can make an impact for all.

Have as many careers as you want.

We are uniquely able to offer you new challenges and roles – and prepare you for them. We bring together people with unique experiences and talents, and we are the place to develop a lasting network of friends, peers, and mentors.

The next step is yours

R8dius is committed to building an inclusive and diverse environment where are team members and clients feel like they belong.

Our recruitment advisors and hiring teams will utilize human screening combined with AI technology to help identify the skills and qualities that matter most to our business, while safeguarding your privacy and using AI.

We seek applicants with a range of skills and abilities. We are committed to providing a diverse candidate experience. If you require accommodations, we encourage you to connect with us at accessiblecareers@deloitte.ca if you require an accommodation. All other inquires can be sent to info@R8dius.ca.

We acknowledge that R8dius operates on traditional, treaty, and unceded territories in what is now known as Canada. We recognize that Indigenous Peoples have been the caretakers of this land since time immemorial, nurturing its resources and preserving its natural beauty. We acknowledge this land is still home to many First Nations, Inuit, and Métis Peoples, who continue to maintain their deep connection to the land and its sacred teachings. We humbly acknowledge that we are all Treaty people, and we commit to fostering a new relationship of respect, collaboration, and stewardship.