Transport Hotline Supervisor, FIFA World Cup 26™ | Miami

At FIFA26, our vision is to unite the world through the greatest sporting event of all time. The FIFA World Cup 26™ will mark the first time that the tournament will feature 48 teams and be hosted by three countries: Canada, Mexico and the USA. This new format will redefine excellence, generating unique opportunities for greater participation and engagement among fans and players across North America and all over the world. Now is your time to become a game changer and join the workforce that will plan and deliver this extraordinary and unforgettable experience.

FIFA World Cup 26 Skills Framework

ACCOUNTABILITY: Demonstrate commitment to responsibilities and objectively analyze one’s behavior, while assuming consequences of one’s own actions and/or decisions and learning from one’s mistakes.

DECISION MAKING: Ability to identify and swiftly make decisions in critical situations, take initiative and calculated risks, explore alternative solutions, and respond promptly to unforeseen circumstances.

INCLUSIVITY: Achieve shared organizational objectives by sharing information with colleagues across all levels and divisions, tangibly influencing others, and maintaining a network of support contacts.

INITIATIVE:  Capacity to do things on one’s own initiative and to influence the course of events, assume responsibilities, and achieve objectives with a minimum of supervision and control.

INNOVATION: Capacity to break new ground, look for unconventional solutions, and produce fresh ideas.

LEADERSHIP: Ability to lead one’s contacts/colleagues/partners, encourage teamwork, and delegate authority/decision-making power, as needed, to produce the expected results and make efficient use of the team’s skills and talents.

VISION: Ability to perceive the organization's global environmental impact, anticipate decision consequences, grasp organizational missions, and formulate strategic plans.

Reporting organisationally to the Client Services Workforce Manager, the Transport Hotline Supervisor will be a key member of the FIFA26 Event Transport team, and work in close collaboration with the Client Services Team, Guest Operations Team, Operational Services Team and other key individuals responsible for delivering Transport Operations. 

The Transport Hotline Supervisor serves as the first point of contact for all transport-related inquiries received through the Transport Hotline during tournament operations. This role ensures the prompt, accurate, and professional handling of requests from workforce members, client group representatives, and guests — including airport transfers, shuttle schedules, Uber inquiries, and pool-car bookings. 

The main responsibilities and oversights of the Supervisor, Transport Hotline for the FIFA World Cup 26™ include:   

• Answer all incoming hotline calls professionally and efficiently. 
• Provide accurate information on airport transfers, shuttle schedules, workforce routes, hotel/stadium transfers, and Uber usage. 
• Log all calls and actions in the system to ensure traceability. 
• Maintain calm, clear communication even during peak call periods or service disruptions. 
• Access, verify, and edit booking data in the Transport Management Module (TMM) in real time. 
• Liaise with the Fleet Team to confirm vehicle allocations and booking changes. 
• Escalate complex cases to the TROC Duty Manager or relevant workstreams (Fleet, Bus, Venue, CSMs) when needed. 
• Remain fully briefed on the Workforce Transport DSLA, service frequencies, and hotel-venue shuttle policies. 
• Provide guidance to workforce members on shuttle pick-ups, routes, and eligibility. 
• Explain Uber policy and eligibility for approved client groups; direct out-of-scope requests to management. 
• Stay familiar with official hotels, stadiums, non-competition sites, and key transport routes to assist inquiries accurately. 

Education & Qualifications 

• Bachelor’s degree in Event Management, Transport Operations, Customer Service, Communications, Logistics, or Hospitality, or equivalent experience. 

Work Experience 

• For the FIFA26 Pitch-In Program the Transport Client Services Team is open to partnering with diverse candidates across FIFA26 regardless of Education and Work Experience.  Experience in Client services or event transport is an asset. 
• 3 years of experience in transport, hospitality, or event operations. 
• Experience working in a client-facing role  
• Proven ability to coordinate logistics and deliver service excellence under pressure. 
• Strong interpersonal skills, proactive communication, and confidence in decision-making. 
• Demonstrates the highest levels of integrity, professionalism, and commitment.  
• Positive attitude, patience, and persistence in problem-solving.  
• Strong cultural awareness and the ability to work in an international environment. 
• Client facing communication and guest services experience is a plus.   
• Familiarity with call center operations, helpdesk systems, or live event coordination. 

Languages 

• Fluent in English. Spanish and/or French proficiency is a plus 

Technology 

• Proficient in MS Office (Excel, Word, PowerPoint, Visio & Project) and planning software and online collaboration tools