Team Lead Traffic Control Americas

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.

• Bachelors 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%.