Contract Performance & Insights Analyst

Jobtailor; City of Monash; On-site; AUD 110,000 - 140,000; Full time

Job summary

Jobtailor seeks a data-driven BI analyst to deliver reporting on contact centre performance, trends, and SLA outcomes. You will build dashboards, analyse large datasets, and provide insights to improve operations.

You will collaborate with Customer Operations, Continuous Improvement, Technology, and Data teams to translate data into actionable recommendations for monthly and quarterly reviews, and drive process improvements.

Qualifications

• 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
• Ability to analyse large datasets, identify trends, and deliver actionable business insights
• Experience with operational KPIs, SLA reporting, and performance management frameworks
• Ability to present data to technical and non-technical audiences
• Strong attention to detail and passion for continuous improvement
• Experience with managed service providers, BPO environments, or outsourced contact centres
• Exposure to data modelling and ETL processes, or partnering with Data Engineering teams
• Experience supporting operational transformation, workforce analytics, or capacity planning initiatives

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 improvement opportunities
• Conduct deep-dive root cause analysis and recommend solutions
• Translate complex data into clear insights supporting business decisions
• Develop and maintain automated reporting solutions, dashboards, and reporting frameworks
• Support monthly and quarterly business reviews with data-driven recommendations and performance insights
• Partner with Customer Operations, Continuous Improvement, Technology, and Data teams on operational excellence and continuous improvement initiatives

Skills

SQL

Power BI

Tableau

Advanced Excel

Job description

Jobtailor seeks a data-driven BI analyst to deliver reporting on contact centre performance, trends, and SLA outcomes. You will build dashboards, analyse large datasets, and provide insights to improve operations.

You will collaborate with Customer Operations, Continuous Improvement, Technology, and Data teams to translate data into actionable recommendations for monthly and quarterly reviews, and drive process improvements.