Support Operations Analyst: Power BI & Automation Lead

Thomson Reuters

Manila

Hybrid

PHP 1,000,000 - 1,800,000

Full time

7 days ago

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Benefits offered by this job

Hybrid Work Model

Flex My Way policies

Career Development programs

Competitive benefits

Two Mental Health Days off

Headspace app access

Volunteer days

Job summary

Thomson Reuters in Manila is seeking a Support Operations Analyst to join the Customer Service & Support Operations team. You will deliver ad hoc reporting, manage automation projects, and sustain the Power BI, Power Apps, and Power Automate estate used by leaders and 800+ contact center agents across Tax, Legal, and Corporate product groups.

You will partner with Power Platform Developers to guide requirements through adoption, ensuring accuracy after go-live and supporting data-driven

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.

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.