Bilingual Program Support Specialist

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 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 team goals

Adapt work schedules and priorities to accommodate changing business needs

Handle all responsibilities with a high degree of confidentiality

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
t>

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 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