Contract Optimisation Analyst

Officeworks; City of Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Officeworks is seeking a Contract Optimisation Analyst to transform customer insights into better experiences within our Customer Contact Centre. You will deliver reporting on performance, trends, and contracts while working with internal teams and a managed service partner to enhance operational efficiency and contractual outcomes.

The role focuses on turning complex data into actionable recommendations, leveraging SQL, Power BI and Tableau to influence strategic decisions across the business.

Qualifications

• 3-5+ years' experience in BI, analytics, or reporting roles within customer operations or contact centres.
• Strong experience with SQL, Power BI, Tableau, and advanced Excel.
• Proven ability to analyse large datasets, identify trends and deliver actionable insights.
• Experience with operational KPIs, SLA reporting, and performance management frameworks.
• Excellent communication skills with the ability to present data to technical and non-technical audiences.
• Strong attention to detail and a passion for continuous improvement.
• Experience working with managed service providers, BPO environments, or outsourced contact centres.
• Exposure to data modelling, ETL processes, or partnering with Data Engineering teams.
• Experience supporting workforce analytics or capacity planning initiatives.

Responsibilities

• Deliver accurate reporting on contact centre performance, customer trends, contracts, KPIs, and SLA outcomes.
• Monitor contract adherence and provide performance visibility across managed service partnerships.
• Analyse customer sentiment and operational trends to identify improvement opportunities.
• Conduct root cause analysis to understand performance drivers and propose solutions.
• Transform data into clear insights to support decision-making.
• Develop and maintain automated reporting solutions, dashboards, and frameworks.
• Support monthly/quarterly business reviews with data-driven recommendations.
• Collaborate with Customer Operations, CI, Technology, and Data teams to drive improvements.

Skills

SQL

Power BI

Tableau

Excel

Tools

ETL

Job description

At Officeworks, we bring big ideas at low prices to life for our customers, team, communities, and stakeholders. Founded in 1994 in Richmond Victoria, with more than 170 stores nationwide, a digital platform offering over 40,000 products, a national call centre and a dedicated business solutions team supporting micro, small and medium-size businesses start, run and grow , we help Australians work, learn, create and connect, wherever and however they choose to shop. From technology, office supplies and furniture to education, art materials and essential services like Print & Create and on‑site or remote tech support through Geeks2U, we deliver easy, engaging and customer experiences every day. Our success is powered by more than 9,000 passionate team members. We are deeply committed to their safety, wellbeing, and career growth, while operating responsibly, giving back to the communities we serve through strong national and local partnerships, community fundraising, and a clear commitment to reducing our environmental impact and sourcing sustainably for the future.

About the role

Help transform customer insights into better experiences.

At Officeworks, we believe great customer experiences start with great insights. We're looking for a commercially minded and analytically driven Contract Optimisation Analyst to play a pivotal role in driving performance across our Customer Contact Centre (CCC), operated by our managed service partner.

In this role, you'll turn complex data into actionable insights, helping leaders make informed decisions that improve customer outcomes, operational efficiency, and contract performance. If you're passionate about analytics, problem-solving, and uncovering opportunities for continuous improvement, this could be the perfect next step in your career. Reporting into the Customer Operations team, you'll be responsible for delivering meaningful reporting, identifying trends and risks, and providing insights that influence strategic and operational decisions across the business.

Working closely with internal stakeholders and external partners, you'll help ensure our Customer Contact Centre is delivering exceptional customer experiences while meeting key contractual, service, and performance commitments.

As our Contract Optimisation Analyst, you will:

• Deliver accurate and insightful reporting on contact centre performance, customer trends, contracts, KPIs, and SLA outcomes.
• Monitor contract adherence and provide performance visibility across our managed service partnerships.
• Analyse customer sentiment, emerging risks, and operational trends to identify opportunities for improvement.
• Conduct deep-dive root cause analysis to understand performance drivers and recommend solutions.
• Transform complex data into clear and compelling insights that support decision-making across the business.
• Develop and maintain automated reporting solutions, dashboards, and reporting frameworks.
• Support monthly and quarterly business reviews by providing data-driven recommendations and performance insights.
• Partner with Customer Operations, Continuous Improvement, Technology, and Data teams to drive operational excellence and continuous improvement initiatives.

This role is being offered as a 12 month fixed term contract opportubity, based in our Chadstone Support Office.

About you

You're naturally curious, highly analytical, and enjoy uncovering the story behind the numbers. You can confidently translate complex data into practical recommendations and influence stakeholders through insight‑led conversations. In addition, you will bring:

• 3-5+ years' experience in business intelligence, reporting, or analytics roles within customer operations, service delivery, or contact centre environments.
• Strong experience with SQL, Power BI, Tableau, and advanced Excel.
• A proven ability to analyse large datasets, identify trends, and deliver actionable business insights.
• Experience working with operational KPIs, SLA reporting, and performance management frameworks.
• Excellent communication skills with the ability to present data to both technical and non-technical audiences.
• Strong attention to detail and a passion for continuous improvement.
• Experience working with managed service providers, BPO environments, or outsourced contact centres
• Exposure to data modelling, extract, transform and load (ETL) processes, or partnering with Data Engineering teams.
• Experience supporting operational transformation, workforce analytics, or capacity planning initiatives.

Our culture

If you’re searching for an organisation that’s truly committed to its people, where you can thrive in a culture of togetherness, then join Officeworks and let’s make bigger things happen – for all of us! We celebrate our teams’ uniqueness by offering genuine team member benefits to the Officeworks family:

• We’re all about giving you the flexibility you need to keep things balanced to suit your individual needs.
• Enjoy generous discounts across Officeworks, Geeks2U, Bunnings, Kmart, Target and the wider Wesfarmers brands.
• Access to our Officeworks benefits program for exclusive discounts and perks across entertainment, travel, lifestyle, and health.
• Our Growing Families Policy supports team members during the exciting and challenging times of expanding their family
• We prioritise safety, mental health and wellbeing, offering access to our Employee Assistance Program (EAP) as well as other ongoing programs
• Our Flexible Public Holidays Policy supports those who observe cultural or religious holidays different from the standard public holidays in Australia
• Take advantage of outstanding learning and development programs to support your career growth
• Explore fantastic career opportunities across the broader Wesfarmers Group.

At Officeworks, we operate best when our team represents the communities we serve. We proudly commit to providing a safe and supportive work environment for our team. We encourage applications from all candidates of all ages, cultures (including Aboriginal and Torres Strait Islander peoples), people with disabilities, and the LGBTQI+ community.