Workforce Support Coordinator

ASDA; Leeds; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A UK-based retailer is seeking a Workforce Support Coordinator to enhance customer service delivery in their Leeds contact centre. This role involves workforce planning using data insights and maintaining performance metrics. Candidates should have strong analytical skills and experience in a contact centre, with a focus on collaboration and engagement. The position offers a competitive salary and a range of benefits, including a hybrid working model.

Benefits

Discretionary company bonus

Company pension up to 7% matched

15% colleague discount

Wellbeing services access

Excellent parental leave policies

Qualifications

• Strong quantitative, analytical, and technical skills.
• Solid working knowledge of Microsoft Excel.
• Customer-focused with the ability to engage effectively.

Responsibilities

• Drive delivery of customer service in the contact centre.
• Utilize data for workforce planning using Excel.
• Analyze daily workloads and allocate resources.

Skills

Quantitative skills

Analytical skills

Technical skills

Microsoft Excel

Customer-focused mindset

Job description

Job Title

Workforce Support Coordinator

Location

Britannia House

Employment Type

Full time

Contract Type

Permanent

Hours Per Week

37.5

Salary

Competitive salary plus benefits.

Category

Planning

Closing Date

28 September 2025

Our contact centre is constantly evolving, and the only constant is change itself!

We handle contacts 24 hours a day 7 days a week across various customer service teams for UK and Offshore. We're looking for a Workforce Support Co-ordinator to join this dynamic team.

Find Your Role

Working closely with the wider planning and operational teams for UK and offshore, you will drive the delivery of the customer service in our Leeds contact centre by monitoring and reporting on call metrics and colleague performance to enable to maximise the effectiveness of our service.

We are a support team for the operation and our offshore partners – your working week would be split between hybrid work from home 2 days a week and 3 days in the office, our main site is Britannia house but there would be some requirement to work from Asda house as well.

Your Role

• To ensure we meet customer demand, you will also be responsible for using data and insight to schedule workforce planning using excel alongside a variety of workforce planning tools.
• You will analyse daily workloads and allocate resources as appropriate, identifying intervals where there is consistent overstaffing or understaffing for both our on shore and off shore teams.
• Day to day you will be accountable for the accurate completion and ongoing maintenance of all Business Process Outsourcing (BPO) trackers. You will process holiday requests in accordance with established allowance policies and coordinate meetings as required.
• You will also participate in weekly calls with our offshore suppliers, providing insights and strategic recommendations to support both our short-term initiatives and long-range planning across all lines of business.

Let's find out about you

The successful candidate will possess strong quantitative, analytical, and technical skills, with a solid working knowledge of Microsoft Excel being essential. A customer-focused mindset is key, along with the ability to engage effectively with colleagues at all levels and build strong working relationships. Previous experience in a contact centre environment is highly advantageous, particularly the ability to make quick, informed decisions to help reduce call wait times. A proactive approach, a positive 'can-do' attitude, sound judgment, and the flexibility to adapt quickly to change are critical. The ability to work independently as well as collaboratively within a team is also essential.

This position is full-time; however, we are open to considering part-time hours for the right candidate.

Everything you'll love

To ensure we balance moments where we know we need to collaborate together and the need for flexibility, Asda has a hybrid way of working with a minimum 3 days a week in one of our Home Offices.Over and above this, each area of Asda may have additional requirements which may require spending more days in the office, visiting suppliers, stores or depots.

You will also get an excellent benefits package including:

• Discretionary company bonus
• Company pension up to 7% matched
• 15% colleague discount in store and online
• Free access to wellbeing services such as Wagestream, 24/7 virtual GP, counselling, health and dental cash plans and a 24/7 employee assistance helpline, alongside discounts across a range of services and activities, from airport parking, enhanced to theme parks and cinemas.
• Asda Allies Inclusion Networks – helping colleagues to make sure everybody is included and that our differences are recognised and celebrated
• Excellent parental leave policies, including maternity & adoption leave, paternity leave, shared parental leave, neonatal care leave, and support for those doing fertility treatments.

We want all colleagues to be able to bring their best and true selves to work, every day. Simply put, we want our colleagues to be Proud to be Asda and proud to be themselves