Bilingual Program Support Specialist (English/ French)

Job description

Job Title: Bilingual Program Support Specialist (English/ French) Job Description We’re Concentrix. The global technology and services leader that powers the world’s best brands, today and into the future. We’re solution-focused, tech-powered, intelligence-fueled. With unique data and insights, deep industry expertise, and advanced technology solutions, we’re the intelligent transformation partner that powers a world that works, helping companies become refreshingly simple to work, interact, and transact with. We shape new game-changing careers in over 70 countries, attracting the best talent.Our game-changers around the world have devoted their careers to ensuring every relationship is exceptional. And we’re proud to be recognized with awards such as "World's Best Workplaces," “Best Companies for Career Growth,” and “Best Company Culture,” year after year. Join us and be part of this journey towards greater opportunities and brighter futures. Position Summary As an EN/FR Bilingual Program Support Specialist, you will play a critical role in supporting program success through process excellence, cross-functional collaboration, and high-touch dealer support. In this hourly role, you will serve as a key resource for claims processing, escalations, reporting, and quality verification while working in a fast-paced environment that values initiative, accountability, and flexibility. This opportunity is ideal for a proactive, self-motivated professional who thrives both independently and as part of a collaborative team. What you will do in this role In everything we do, we believe in doing right by and for people – our clients, their customers, our people, our community, and our planet. Act as a Subject Matter Expert on program processes and procedures, providing guidance and support to the Senior Team Lead and team. Build and maintain strong working relationships with the Sr. TL and management team Process, quality check, and escalate Money Back Guarantee claims Follow up on and process Money Back Guarantee reinstatements after claim approval, including mechanical claims Support outbound call campaigns and deliver white glove service to top dealers Maintain forms and approval process charts to support operational consistency Escalate program and operational issues to the management team with thoughtful recommendations and solutions Document and communicate process or program issues clearly and effectively Prepare and manage reports as needed to support business operations and decision-making Review information with a strong analytical lens to ensure quality and accuracy Use sound judgment to resolve issues, solve problems, and escalate appropriately Manage multiple deliverables while meeting deadlines and timeline expectations Identify and apply best practices to improve efficiency and effectiveness Research and respond to dealer inquiries in a timely and professional manner Work independently with minimal direction while remaining aligned with team goals Adapt work schedules and priorities to accommodate changing business needs Handle all responsibilities with a high degree of confidentiality Your qualifications We embrace our game-changers with open arms, people from diverse backgrounds, who are curious and willing to learn. Your natural talent to help others and go beyond WOW for our customers will fit right in with what we do and who we are. Concentrix is a great match if you: Are bilingual in English and French, with strong written and verbal communication skills in both languages Demonstrate leadership capabilities and a strong corporate team-player mindset Can collaborate effectively with internal departments to support program success Are self-motivated, proactive, and able to manage work independently Thrive in both independent and team-based environments Have strong organizational skills and can manage multiple priorities at once Data Analysis & Modeling: Expert in utilizing complex Microsoft Excel functions, pivot tables, VLOOKUP/XLOOKUP, and power formulas to transform raw, unstructured operational data into actionable business intelligence. Performance Reporting & Metrics Tracking: Proven ability to design, automate, and maintain comprehensive performance dashboards and operational reports to monitor KPI trends, track agent productivity, and evaluate program efficiency. Data Integrity & Error Resolution: Highly adept at troubleshooting calculation errors, auditing large datasets, establishing rigorous data validation standards, and ensuring 100% data accuracy across cross-functional reports. Process Automation & Workflow Optimization: Skilled in leveraging tools like Power Query and advanced Excel data models to streamline manual reporting workflows, dramatically reducing turnaround time for recurring business reviews. Bring strong problem-solving skills and know when to escalate issues appropriately Have experience reviewing work for quality, accuracy, and completeness Can maintain confidentiality and professionalism in all aspects of the role Are flexible and able to adapt to changing schedules, assignments, and business needs Are comfortable working within deadlines and deliverable-driven environments It will be a plus if you: Have prior experience in the automotive sector supporting claims processing, escalations, or dealer-facing operations Have managed the manufacturing, quality assurance, and operational support of high-pressure hydraulic fracturing equipment, ensuring compliance with industry standards, product reliability, safety requirements, and continuous process improvement in demanding oil and gas environments. Bring reporting or data review experience in a quality-focused environment Have experience providing high-touch or white glove customer or partner support Are familiar with process documentation and maintaining operational forms or approval trackers What's in it for you We challenge conventions to deliver outcomes unimagined by creating customer experiences that go beyond WOW. In this role, we offer benefits that help support your unique lifestyle: Compensation: The base salary range for this position is $24.8–$31 hourly (pay rate will not be below applicable minimum wage), plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits: Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays, and paid learning days. The deadline to apply for this position is September 10, 2026. This position is for an existing, immediate vacancy. We are currently seeking to fill this role with an individual who can start as soon as possible. Power the best version of you! At Concentrix, we invest in our game-changers because we know that when our people thrive, our clients and their customers thrive. If all this feels like the perfect next step in your career journey, we want to hear from you. Apply today and discover why over 440k+ game-changers around the globe call Concentrix their “employer of choice.” Location: CAN, ON, Work-at-Home Language Requirements: Time Type: Full time Physical and Mental Requirements: The employee is regularly required to operate a computer, keyboard, telephone/headset, and/or other office equipment as essential functions of this position. Work is generally sedentary in nature. Equal Opportunity Statement: Concentrix is committed to equal employment opportunity and does not discriminate on the basis of race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity or expression, age, marital or family status, disability, or any other category protected by provincial human ri