Description
Thomson Reuters is seeking a Support Operations Analyst to join the Customer Service & Support Operations team in Manila, Philippines.
This individual contributor role reports to the Senior Manager, Support Operations. You will be the delivery and sustainment layer for the OE Support Operations portfolio. You will handle ad hoc reporting and analysis, manage projects that automate processes and reports, and keep the Power BI, Power Apps, and Power Automate estate accurate and available.
Key Responsibilities
- Deliver accurate, timely ad hoc reporting and analysis for Operations, Workforce Management, Quality, Training, and CS&S leadership
- Own project management for process and report automation initiatives, covering requirements, stakeholder alignment, user testing, launch, adoption, and on-track delivery
- Sustain the accuracy, availability, and governance of the Power BI, Power Apps, and Power Automate estate
- Build and maintain a single, defensible source of truth across CS&S data sources
- Produce contact driver, handle time, quality, customer experience, and workforce analytics, and turn them into written recommendations
- Monitor dataset refreshes and flow failures, resolve escalations, and act as secondary owner for automation and reporting assets
- Apply Generative AI and automation tools to speed up documentation, analysis, and reporting
Required Qualifications
- Four or more years of experience in business analysis, operational reporting, or workforce management analytics within a contact center or shared services environment
- Hands-on Power BI development experience
- Working knowledge of Power Apps, Power Automate, and Dataverse
- Advanced Excel skills, including Power Query
- Familiarity with contact center and WFM platforms
- Project management discipline
- Strong written communication skills
- Comfort working across competing priorities
Preferred Qualifications
- SQL and Snowflake experience
- Exposure to process improvement methodology
- Demonstrated use of Generative AI tools
- Experience building or maintaining Copilot Studio agents
What's in it For You?
- Hybrid Work Model
- Flexibility & Work-Life Balance
- Career Development and Growth
- Industry Competitive Benefits
- Culture
- Social Impact
- Making a Real-World Impact