Call Center Operations Coordinator

Company Overview Ghost City Tours is the largest ghost tour company in the world, offering unforgettable, story-driven experiences in dozens of cities across the United States and we're continuing to grow! We specialize in bringing history to life through immersive tours that combine storytelling, entertainment, and local expertise. Each year, we serve hundreds of thousands of guests looking for unique and memorable experiences. Behind the scenes, our success is powered by a strong team, clear systems, and a commitment to consistency and quality. We take pride in delivering reliable, high-quality experiences while creating opportunities for our team members to grow within a stable and expanding company. Position Overview Ghost City Tours is hiring a Call Center Operations Coordinator to support real-time tour operations from our Covington headquarters. This role serves as the operational control point for nightly tour launches across multiple cities, ensuring tours are fully staffed, prepared, and executed successfully. You will monitor live operations, coordinate logistics, and resolve issues in real time to maintain a consistent, high-quality guest experience. This is a fast-paced, execution-focused role that requires strong attention to detail, the ability to follow structured systems, and the ability to make quick, confident decisions. This is not a passive or administrative position - it is a hands-on operational role that directly impacts revenue and tour success. What You'll Do From our Covington headquarter office, you will: Monitor live tour staffing and coverage across multiple cities Identify and resolve staffing gaps before tour launch Confirm all tours are fully prepared and ready to launch nightly Monitor tour capacity and take action to prevent sell-outs Handle live operational issues (late guests, guide coordination, logistics) Apply company policies consistently and professionally Communicate real-time updates clearly in Slack Assist inbound call volume during peak demand periods You will play a key role in ensuring tours launch on time, operations remain stable, and revenue is protected each day. What We're Looking For We're looking for someone who is: Highly reliable with strong attendance and schedule consistency Comfortable working evenings and weekends (required) Able to follow structured processes and execute with accuracy Calm and focused in a fast-paced, real-time environment Confident making decisions within defined guidelines Clear and professional in written and verbal communication Able to manage multiple tasks without losing attention to detail Who Thrives in This Role You'll likely do well if you: Prefer structured work with clear expectations Take ownership of your responsibilities without needing constant oversight Can stay focused and organized during high-activity periods Are dependable and consistent in your work habits Enjoy solving problems quickly and efficiently Understand the importance of being present and available during critical hours Role Expectations & Schedule This is an in-person position based in Covington, LA.

Schedule:

2:00 PM - 10:00 PM Peak hours: 6:00 PM - 9:00 PM Evening and weekend availability is required. Because this role directly supports live operations, consistent attendance and reliability are critical to success. This role is best suited for individuals with a stable and consistent availability during evenings and weekends, as coverage during these times is essential to maintaining operations. What We Offer Competitive hourly wage Group health plan | medical, dental, vision Paid Time Off accrual & paid holidays Paid parental leave Paid employee development Ghost City Tours experiences & merchandise discounts

Benefits:

Health insurance On-the-job training Paid time off

Work Location:

In person