Support Operations Analyst

About the role

Thomson Reuters is seeking a Support Operations Analyst to join the Customer Service & Support Operations team in Manila, Philippines (PHL-Taguig). This individual contributor role (TR5 level) 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. Leaders and over 800 contact center agents rely on this estate every day across the Tax, Legal, and Corporate product groups.

Working with the Power Platform Solutions Developers who build these solutions, you will own the project management that helps them land, from requirements through adoption, and you will remain accountable for their accuracy once they are live.

Key Responsibilities

• Deliver accurate, timely ad hoc reporting and analysis for Operations, Workforce Management, Quality, Training, and CS&S leadership, including requests that arrive outside the planned roadmap.
• 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 so that reported data stays trusted.
• Build and maintain a single, defensible source of truth across CS&S data sources, including Salesforce, Genesys, LiveHelp, Aspect, and Snowflake.
• Produce contact driver, handle time, quality, customer experience, and workforce analytics, and turn them into written recommendations that state the insight, the implication, and the recommended action.
• Monitor dataset refreshes and flow failures, resolve escalations the same day where operations require it, and act as secondary owner for automation and reporting assets built by the Power Platform Solutions Developers.
• Apply Generative AI and automation tools to speed up documentation, analysis, and reporting, and validate AI-assisted output against operational reality before it is used.

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, including data modeling, DAX, semantic models, and report publication.
• Working knowledge of Power Apps, Power Automate, and Dataverse, sufficient to maintain, troubleshoot, and enhance existing solutions.
• Advanced Excel skills, including Power Query.
• Familiarity with contact center and WFM platforms such as Genesys, Aspect/Alvaria, and Salesforce, and with their underlying reporting data.
• Project management discipline, including requirements definition, stakeholder management, user testing, and structured status reporting.
• Strong written communication skills, with the ability to brief leaders clearly, lead with the bottom line, and raise risks early.
• Comfort working across competing priorities, where planned project work and unplanned operational requests run at the same time.

Preferred Qualifications

• SQL and Snowflake experience.
• Exposure to process improvement methodology such as DMAIC or Lean Six Sigma.
• Demonstrated use of Generative AI tools in a real operational or analytical workflow.
• Experience building or maintaining Copilot Studio agents or AI-assisted process documentation.

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What's in it For You?

• Hybrid Work Model: We've adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected.
• Flexibility & Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance.
• Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow's challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future.
• Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing.
• Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together.
• Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives.
• Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.