Team Lead Traffic Control Americas
City: Monterrey
Department: Operations
Recruiter: Olami Rivera
At Flix, we offer a dynamic work environment with competitive pay, strong growth opportunities, and a tech-driven approach to making travel more accessible, sustainable, and affordable.
The Traffic Control team is a critical operational function within Flix, ensuring safe, reliable, and high-quality service across multiple regions. Based in Monterrey, this team supports live operations across the Americas and beyond, working closely with internal stakeholders, bus partners, and crisis management teams to handle disruptions and ensure passenger safety and service continuity.
As Team Lead, Traffic Control Americas, you will be responsible for leading quality assurance and day-to-day operations for the Monterrey-based Traffic Control team supporting Canada, USA, Mexico (Greyhound & Flix), Chile, Peru, and Australia. You will drive operational excellence through strong leadership, performance management, and collaboration with crisis and incident stakeholders.
- Lead quality assurance across all Traffic Control operations in the Americas, ensuring high standards in case handling accuracy, service quality, and team performance.
- Regularly review cases in Salesforce and Greyhound systems (Synergy / Riskonnect) to ensure proper resolution, identify performance gaps, and implement corrective actions through coaching or progressive discipline when necessary.
- Plan, assign, and oversee daily responsibilities for Traffic Control team members, monitoring live operations, system alerts (Watchdogs / Autocontrol), and completion of tasks and projects.
- Manage time and attendance for the Monterrey team, including shift scheduling, real-time adjustments, time-off approvals, and documentation of attendance issues in line with company policies.
- Monitor phone availability and responsiveness, implement corrective measures during high call volumes, conduct call audits, and analyze Twilio reports to improve KPIs such as time to answer, average handling time, and availability.
- Handle escalated calls and critical situations, taking ownership to de-escalate issues while strictly adhering to established procedures and protocols.
- Maintain proactive communication with Bus Partners during major disruptions such as breakdowns, delays, cancellations, accidents, and incidents.
- Coordinate team activities during normal and irregular operations, ensuring situational awareness and timely stakeholder communication.
- Ensure team readiness for emergency situations by reviewing emergency procedures, leading or supporting Traffic Control drills, and participating in the On-Call Duty program.
- Monitor compliance with FlixUni training requirements, particularly for new hires within their first 90 days.
- Identify opportunities for operational improvement and contribute to or lead process optimization initiatives.
- Train, mentor, and develop Traffic Control Dispatchers, acting as a role model for performance, professionalism, and leadership.
- Conduct performance feedback sessions and support career development, including assessing readiness of Junior Dispatchers for promotion to Senior roles.
- Collaborate closely with the Crisis & Incident Manager to strengthen case-handling quality and emergency preparedness.
About You
- Bachelor’s degree in a relevant field and/or equivalent professional experience in transportation, security, emergency management, business continuity, or related areas.
- Proven leadership and people management experience in fast-paced, operational environments.
- Strong analytical skills with the ability to think strategically and make data-driven decisions.
- Excellent communication skills with fluency in both English and Spanish (written and spoken).
- Ability to work on-site at the Traffic Control office in Monterrey, Mexico.
- Availability to travel up to 10%.
We recognize that everyone carries a unique set of valuable skills and experiences. If you think you could have an impact even though you don't meet 100% of the requirements, we still encourage you to apply. We want to hear from you!
What We Offer
- Travel perks: 12 free Flix vouchers + 12 discount vouchers for friends & family.
- Work from (M)Anywhere: Depending on your role, work from another location for up to 60 days per year.
- Hybrid work model: We are an office-first company, but we offer flexibility to balance work and life.
- Wellbeing support: Access confidential 1:1 counselling, courses, and stress management for yourself and up to four family members.
- Learning & Development: Take advantage of language classes, training courses, and expert-led sessions to grow your skills.
- Mentoring Program: Connect with experienced colleagues to gain insights and accelerate your career.
To view more local benefits specific to each office location, please check out this link: Locations - Flix Career
Why Join Flix?
At Flix, you’ll find teams that rally together to overcome challenges and spark creativity. We believe in ownership culture - giving you the freedom to take initiative, make an impact, and shape your own career path.
As we continue to expand across the globe, you can make a real difference in how we work.
If you’re ready to grow and lead your journey, Flix is the place for you!
