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Resource Planning Manager

Who we are

¡Hola!

We’re On the Beach. There’s over 500 of us, mostly at home, and sometimes in our office in Manchester.

We send nearly two million people on holiday every year (not together) and we’re expecting to get to three million pretty sharpish. Why? Because we’re the only holiday company who truly gets why going on your holidays is the best week or two of the year.

With our market-leading offers, scalable, flexible and innovative technology, strong customer-value proposition and low cost base, we’re challenging existing players and redefining how customers book, manage and experience their holidays.

And it doesn’t stop there. With huge opportunities for growth, we’re on a long-term mission to become Europe’s biggest and most loved online retailer of beach holidays, so our story’s only really just begun…

We"re on the lookout for talented, beach-loving people to join us and contribute to the next chapter of our story. You will get to work on interesting projects and will be given the tools and autonomy to have the chance to make your impact on our growth plans. 

We"re a down to earth and friendly bunch, with little bureaucracy or hierarchy, and whilst we may have grown in size, we"ve not lost our entrepreneurial spirit. It"s in our DNA.

You"ll find diverse teams, reflective of the world we live in and the customers we serve. We believe strongly that difference, not uniformity, is critical to our success. We know that better decisions happen when they are made by a range of voices, perspectives and experiences. As an equal opportunities employer, we value and welcome applications from all sections of the community

What you"ll be doing

We have an exciting opportunity for a Resource Planning Manager to join our Contact Centre team in this newly created role. The salary for this position is £35,000-£40,000 FTE.

At On the Beach we’re on a mission to build on our amazing growth story and take On the Beach to the next chapter. We’re on a mission to make it easy for customers to find, book and enjoy their holiday. Critical to helping us realise our ambitions is ensuring that our Contact Centre is best in class and ensuring that our Contact Centre is well resourced to meet customer demand and adhere to our service level agreements.

The Resource Planning Manager will be responsible for determining resource and capacity requirements for our Contact Centre to ensure effective planning and managing of our customer contact volumes and that shifts are aligned with customer demand. This will include the effective forecasting and scheduling of around 250 Travel Advisors across various Contact Centre teams.

This is a developing function so this role will suit someone who is happy to be hands on and enjoys creating and developing processes.

As a Resource Planning Manager at On the Beach, your responsibilities will include:

  • Responsible for the resource planning and real time management across a number of different Contact Centre teams
  • Ensuring effective planning and managing of customer contact volumes and shifts patterns to meet customer demands across all contact centre rotas
  • Analysis of contact volume trends to ensure accurate call forecasting, being aware of business, resource, and seasonal changes, making appropriate resource plans for expected changes
  • Make accurate recruitment forecasting recommendations and managing any required changes when implementing new starters or leavers
  • Implements, promotes, embeds, and continually improves the management and measurement of Resource Planning and Real Time adherence
  • Approve shift pattern change requests (annual leave, birthdays, agent shift swaps) ensuring that our Service Level Agreements will not be impaired
  • Other ad hoc analysis where required
  • Continually looking to drive improvement and offer suggestions for better resource planning

You"ll be a great addition to our team if you have the following skills, knowledge and experience

  • Significant experience of forecasting, capacity planning, scheduling and real time management
  • Proven track record of maintaining high levels of call forecasting in a busy Contact Centre
  • Thorough working knowledge of Workforce Management Systems with the ability to assess and identify requirements and experience of implementing new systems that integrate seamlessly with pre-existing technologies
  • Proven ability to use data to influence senior stakeholders and decision-making maximising accuracy and productivity
  • Excellent communicator who is strong at relationship building
  • Excellent Excel skills
  • Attention to detail along with excellent problem solving skills
  • A doer - ability to independently drive results

What to expect from our interview process

We will have a two stage interview process for this position that will consist of a first stage telephone interview and a second stage interview via zoom or face-to-face in our Aeroworks office in Manchester.

We want to make sure everybody has the opportunity to perform at their best. If you require any reasonable adjustments during the interview process please let the People team know and they will be happy to assist.

Ways of working

​This is a full time role working 37.5 hours per week, Monday to Friday, but we don"t have rigid working hours so you can find the working pattern that"s right for you. We have core working hours between 10am - 4pm, so we can collaborate and enjoy the social side of work.

​We also have hybrid working so we all work from home and from our Aeroworks office. Your working week could look something like this: 1 or 2 days a week in our Aeroworks office and 3 or 4 days a week working from home.

Our benefits

We might be biased but we think our colleagues are pretty great. They"re the people that have made On the Beach what it is today and continue to make it vibrant and successful tomorrow. That"s why we offer a competitive benefits​ package, known as our Beach Perks, to all On the Beach colleagues. These include:​

  • 25 days holiday plus your birthday off
  • Generous discount on holidays, plus you will receive 2 extra days annual leave on top of your holiday allowance to use whilst you"re away on your On the Beach package holiday
  • Flexible working hours and hybrid working
  • Access to Learnerbly learning platform, plus workshops, courses and professional qualifications
  • Enhanced maternity, paternity, shared parental leave and adoption pay, plus other family friendly support
  • Employee Assistance Programme and free access to counselling
  • Eye care vouchers
  • Simplyhealth Optimise Health Plan
  • Company Sick Pay scheme
  • Regular wellbeing events
  • Gym discount
  • Share Incentive Plan (SIP)
  • Death in Service cover
  • Onsite subsidised coffee shop
  • The Sandbox (our very own bar)
  • Food and drink discounts across a number of venues in Manchester City Centre
  • Regular social events
  • Travel to Work scheme – interest free train and tram loans
  • Cycle to Work scheme