About us

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

📌 Contract Optimisation Analyst (Vic)
🏢 Officeworks
📍 Vic