Bilingual Program Support Specialist

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.
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