Bilingual Program Support Specialist (English/ French)

Convergys; Toronto; On-site; CAD 34,000 - 43,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Paid time off and holidays

Paid learning days

Job summary

Concentrix is seeking a bilingual English/French Program Support Specialist to drive claim processing, reporting, and quality verification with high-touch dealer support. The role emphasizes process excellence, cross-functional collaboration, and independent work within a fast-paced environment.

The ideal candidate will excel in data analysis, Excel-based reporting, and maintaining confidentiality while adapting to changing business needs.

Qualifications

• Bilingual in English and French with strong written and verbal communication skills.
• Proven data analysis and reporting experience using Excel.
• Ability to manage multiple priorities and meet deadlines.

Responsibilities

• Act as SME on program processes and guide the Senior Team Lead and team.
• Process, quality check, and escalate Money Back Guarantee claims.
• Prepare and manage reports to support operations and decision-making.
• Support outbound campaigns and provide white-glove service to top dealers.
• Research and respond to dealer inquiries with accuracy and timeliness.

Skills

Bilingual English/French

Analytical thinking

Multi-tasking

Communication skills

Tools

Excel

Power Query

Pivot tables

VLOOKUP/XLOOKUP

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 SummaryAs 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 roleIn 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 teamProcess, quality check, and escalate Money Back Guarantee claimsFollow up on and process Money Back Guarantee reinstatements after claim approval, including mechanical claimsSupport outbound call campaigns and deliver white glove service to top dealersMaintain forms and approval process charts to support operational consistencyEscalate program and operational issues to the management team with thoughtful recommendations and solutionsDocument and communicate process or program issues clearly and effectivelyPrepare and manage reports as needed to support business operations and decision-makingReview information with a strong analytical lens to ensure quality and accuracyUse sound judgment to resolve issues, solve problems, and escalate appropriatelyManage multiple deliverables while meeting deadlines and timeline expectationsIdentify and apply best practices to improve efficiency and effectivenessResearch and respond to dealer inquiries in a timely and professional mannerWork independently with minimal direction while remaining aligned with team goalsAdapt work schedules and priorities to accommodate changing business needsHandle all responsibilities with a high degree of confidentialityYour qualificationsWe 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 languagesDemonstrate leadership capabilities and a strong corporate team-player mindsetCan collaborate effectively with internal departments to support program successAre self-motivated, proactive, and able to manage work independentlyThrive in both independent and team-based environmentsHave strong organizational skills and can manage multiple priorities at onceData 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 appropriatelyHave experience reviewing work for quality, accuracy, and completenessCan maintain confidentiality and professionalism in all aspects of the roleAre flexible and able to adapt to changing schedules, assignments, and business needsAre comfortable working within deadlines and deliverable-driven environmentsIt will be a plus if you:Have prior experience in the automotive sector supporting claims processing, escalations, or dealer-facing operationsHave 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 environmentHave experience providing high-touch or white glove customer or partner supportAre familiar with process documentation and maintaining operational forms or approval trackersWhat's in it for youWe 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.”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