Support Operations Analyst

Thomson Reuters

. Deliver accurate, timely ad hoc reporting and analysis for Operations, Workforce Management, Quality, Training, and CS&S leadership .

Posted 10/19/2026full-timeManila • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in Power BI development, operational reporting, and workforce management analytics within a contact center environment. Proficient in project management, data governance, and applying Generative AI tools to enhance reporting and analysis.

Highest-signal resume keywords

Power BI DevelopmentOperational ReportingProject ManagementGenerative AI ToolsSQL and Snowflake Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Data ModelingDAXAdvanced ExcelPower QueryPower AppsPower AutomateDataverseProcess Improvement MethodologyDMAICLean Six Sigma

Soft Skills

Strong Written CommunicationStakeholder ManagementAbility to Manage Competing Priorities

Tools & Technologies

SalesforceGenesysAspectLiveHelpCopilot Studio

Industry Keywords

Contact CenterWorkforce ManagementOperational AnalyticsData GovernanceReporting Data

Tech Stack

Tools & technologies

SQL

About the role

Key responsibilities & impact

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, including Salesforce, Genesys, LiveHelp, Aspect, and Snowflake
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 the same day where operations require it
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, validating AI-assisted output against operational reality

Requirements

What you’ll need

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
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

Benefits

Comp & perks

Flexible hybrid working environment with 2–3 days a week in the office depending on the role
Work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities to get involved with pro-bono consulting projects and ESG initiatives
Career development, continuous learning, Grow My Way programming, and skills-first development opportunities