Contract Optimisation Analyst: Data-Driven CX Improvement

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

Benefits offered by this job

Flexible benefits and perks

Staff discounts across Wesfarmers and致

Learning & development programs

Job summary

Officeworks Ltd is seeking a Contract Optimisation Analyst for a 12-month fixed-term contract based at Chadstone, VIC. You will transform complex data into actionable insights, deliver performance reporting, and support decision-making across the Customer Contact Centre.

The role requires strong SQL, Power BI, Tableau, and Excel skills, and experience with managed service partners. You will partner with internal teams to drive improvements in customer outcomes and contractual performance, while

Qualifications

• 3–5+ years' experience in BI/reporting analytics roles within customer operations or contact centres.
• Strong experience with SQL, Power BI, Tableau, and advanced Excel.
• Experience with operational KPIs, SLA reporting, and performance management frameworks.

Responsibilities

• Deliver accurate and insightful 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, 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 to support decision-making across the business.
• Develop and maintain automated reporting solutions, dashboards, and reporting frameworks.
• Support monthly and quarterly business reviews with data-driven recommendations and insights.
• Collaborate with Customer Operations, Continuous Improvement, Technology and Data teams to drive operational excellence.

Skills

SQL

Power BI

Tableau

Advanced Excel

Tools

ETL processes

Job description

Officeworks Ltd is seeking a Contract Optimisation Analyst for a 12-month fixed-term contract based at Chadstone, VIC. You will transform complex data into actionable insights, deliver performance reporting, and support decision-making across the Customer Contact Centre.

The role requires strong SQL, Power BI, Tableau, and Excel skills, and experience with managed service partners. You will partner with internal teams to drive improvements in customer outcomes and contractual performance, while