Contract Optimisation Analyst: Turn Data into Better CX

Careers Officeworks; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible work options

Employee discounts

Learning & development programs

Benefits program access

Job summary

Officeworks is seeking a commercially minded Contract Optimisation Analyst for a 12-month fixed-term contract, based at the Chadstone Support Office. You will transform complex data into actionable insights, deliver meaningful reporting on CCC performance, and partner with MSPs to drive operational excellence and continuous improvement.

You will develop automated reporting, monitor KPIs and SLAs, and work with internal and external stakeholders to influence decisions that improve customer

Qualifications

• 3-5+ years' experience in BI, reporting or analytics within customer ops or contact centres.
• Strong experience with SQL, Power BI, Tableau and advanced Excel.
• Ability to analyse large datasets and deliver actionable insights.
• Experience with KPIs, SLA reporting and performance management.

Responsibilities

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

Skills

SQL

Power BI

Tableau

Advanced Excel

Stakeholder comms

Data analysis

Tools

ETL

Job description

Officeworks is seeking a commercially minded Contract Optimisation Analyst for a 12-month fixed-term contract, based at the Chadstone Support Office. You will transform complex data into actionable insights, deliver meaningful reporting on CCC performance, and partner with MSPs to drive operational excellence and continuous improvement.

You will develop automated reporting, monitor KPIs and SLAs, and work with internal and external stakeholders to influence decisions that improve customer