Bilingual Program Support Specialist (English/ French)

Concentrix; Canada; Remote; CAD 34,000 - 43,000; Full time

Job summary

Concentrix is hiring a bilingual EN/FR Program Support Specialist to ensure program success through process excellence, claims processing, reporting, and high-touch dealer support. This hourly role requires initiative, accountability, and collaboration in a fast-paced environment.

You will analyze data, build dashboards, and maintain process documentation while adapting to changing business needs and maintaining confidentiality.

Qualifications

• Bilingual in English and French with strong written and verbal skills.
• Strong leadership, team player, and collaboration with internal departments.
• Expertise in data analysis, dashboards, and KPI tracking.

Responsibilities

• Act as SME on program processes and guide senior team lead.
• Process and quality check Money Back Guarantee claims.
• Support outbound call campaigns and provide white glove dealer service.
• Prepare and manage operational reports for decision-making.
• Identify and implement efficiency improvements.
• Research and respond to dealer inquiries promptly.

Skills

Bilingual EN/FR

Data analysis

Excel proficiency

Power Query

Power BI / dashboards

Process automation

Tools

Microsoft Excel

VLOOKUP/XLOOKUP

Power Query

Job description

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 elevate 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 elevate 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 the 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 utilizingcomplex 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 elevate 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, registered retirement savings plan, paid time off and holidays, and paid learning days.

The deadline to apply for this position is September 30, 2026. This position is for an existing, immediate vacancy. We are currentlyseekingto fill this role with an an individual who can start as soon as possible.

Power the best version of you!

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 rights legislation.

Reasonable Accommodation Statement:

Concentrix welcomes and encourages applications from candidates with disabilities and is committed to providing an inclusive recruitment process. If you require reasonable accommodation to participate in any stage of the application or interview process, please let us know. Requests may be made by contacting [e-mail] . All information will be treated confidentially and used solely to facilitate your participation in the recruitment process.

Artificial Intelligence (AI):

As part of our recruitment process, we may use artificial intelligence (AI) tools to assist in the screening and/or assessment of job applicants. These tools could be used to evaluate resumes, applications, and other materials submitted to help us identify the best candidates for the role.

Work Authorization:

Only qualified applicants who are legally authorized to work in Canada will be considered. Currently, this position may only be performed in the following provinces/territories: AB, BC, MB, NB, NL, NS, ON, PE, and SK.

For further information on available work provinces and Equal Employment Opportunity as an applicant, please click HERE (https://jobs.concentrix.com/north-america-equal-employment-opportunity-information/)