Contract Optimisation Analyst — Insight‑Led Analytics (12‑Month)

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

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.