Bilingual Operations Contact Center Agent (Onsite)

About the role

We are looking for a bilingual Operations Contact Center Agent to join our Traffic Control team in Monterrey, Mexico. In this onsite role you will proactively manage bus traffic, keep passengers informed and support drivers, partners and customers during normal and emergency situations.

Key responsibilities

• Monitor and manage interstate and intrastate bus traffic, communicating delays and alternative solutions to passengers.
• Respond to inquiries and investigate issues raised by bus drivers, partners and customers.
• Coordinate emergency situations and ensure timely resolution.
• Optimize operational processes to improve service quality.
• Allocate personnel and vehicles when operational changes occur.
• Maintain compliance with safety, environmental and governmental regulations.
• Support the Team Lead, Traffic Control, Compliance and Emergency Management teams.

Required profile

• High school diploma.
• Minimum two years of professional call‑center experience, preferably in transportation, security, logistics or emergency response.
• Fluent English; professional proficiency in Canadian French is highly preferred.
• Willingness to work non‑traditional hours in a 24/7 operation.
• Strong listening skills and ability to provide creative solutions.
• Passion for public transportation and interest in the bus industry.

Required skills

• Proficiency with Microsoft Office Suite.

What we offer

• Travel perks: 12 free Flix vouchers and 12 discount vouchers for friends & family.
• Hybrid work model with up to 60 days per year remote work.
• Competitive compensation and growth opportunities.