Who we are ¡Hola We’re On the Beach. There’s over 500 of us 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. On the Beach Group plc is one of the UK's largest online beach holiday retailers, with significant opportunities for growth 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 a fantastic opportunity for a Realtime Analyst to join us here at On the Beach As a Realtime Analyst your responsibilities will include: Support the Resource Planning team with real time management across a number of different Contact Centre teams Manage agent schedules, underpinned by forecasts demand volumes and performance metrics to ensure the contact centre meets agreed SLA’s, balancing the needs of our agents, the business and our customers. Own our intra-day management process, being responsible for monitoring agent adherence, reacting to changes in schedules effectively to minimise operational impact. Manage our shift pattern change requests (annual leave, birthdays, agent shift swaps etc) ensuring that our Service Level Agreements are not impacted Manage agent absence reporting, making amendments to planning & scheduling to ensure we continue to meet SLA’s, modelling and mitigating future impact against forecast demand. Maintain accurate forecasting dashboards, identifying demand fluctuations to allow us to react swiftly to both internal and external events. Support the Resource Planning team with driving continuous improvement and offering suggestions for better resource planning About you We ask that you are as passionate about Realtime Analyst as we are Skills that you will bring to the beach include: Good attention to detail Evidence of working in a rapidly moving, demand driven environment Enjoy working with statistical data Experience of managing and monitoring agent schedules. Knowledge of both chat and telephony systems. Good knowledge of using Excel, with experience interpreting reporting dashboards across various third-party solutions Good problem-solving skills Evidence of supporting a culture of continuous improvement 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 Microsoft Teams interview and a second stage interview at our Aeroworks office in Manchester City Centre. 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 Talent team know and they will be happy to assist. Ways of working This role is full time hours, 37.5 hours per week, working 5 days across Monday – Sunday. We offer hybrid working, you’ll be in the office 3 days per week and working from home 2 days per week. During your induction period you may be required to work from our amazing Aeroworks office in Manchester, this is to make sure you have all the support you need during the start of your journey with us. 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 Simplyhealth Optimise Health Plan Company Sick Pay scheme Gym discount 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 Cycle to Work scheme