Senior Business Analyst - Operations Enablement
Key Responsibilities:
Lead the measurement, monitoring, reporting and analysis of Headcount and AI initiative savings and financial performance across the customer service organization.
Provide calibration on different data streams and decision making across AI Transformation, AI initiatives team, Agent experience, Help and Support, WFM capacity planning, Finance and multi-functional analytics that consolidate AI initiatives, headcount, attrition, shrinkage, AHT, and related assumptions into a single, trusted view.
Translate complex operational and financial data into executive-ready insights, recommendations, and narratives.
Drive accuracy and accountability across savings, attrition, contact deflection, and headcount calculations.
About the Role
As a Senior Business Analyst, you will:
1. AI Savings & Financial Accountability
Lead AI initiative headcount savings and finance analytics through Business Intelligence dashboards to ensure accountability across multiple groups.
Prepare monthly and quarterly presentations on AI initiatives and impact, with key insights for WFM, Finance, AI, Operations, and other stakeholders.
Maintain high accuracy across headcount savings, attrition, deflection, and AHT impact calculations through validation and cross-checking.
Ensure clarity in headcount savings calculations that align and calibrate with both Workforce Resource Planning, Finance and Operations views.
Achievement of Headcount and AI savings targets aligned with budget.
2. Strategic Planning Analytics
Lead the cross-functional analytics related to comprehensive Enterprise resource planning, consolidating capacity plans (headcount, over/under) and incorporating volume, AHT, shrinkage, attrition, and per-geography assumptions as they related to Headcount and AI Savings and similar related goals.
Provide accurate and timely recurring analysis of contact deflection, AHT changes, attrition with no backfill data, and operational impacts used by planning for capacity and resource decisions.
Conduct in-depth scenario planning and financial modeling to assess potential impacts of operational changes and support long-term strategic planning.
Collaborate with operational and internal teams on the consolidation of capacity plans, ensuring detailed assumptions with sub-geographical data are included.
3. Financial Analytics & Forecasting
Lead complex financial analytics, progressing to dynamic headcount and financial dashboards and predictive planning and staffing performance across CS&S.
Develop, refine, and implement sophisticated forecasting methodologies for financial and resource models in collaboration with Finance and AI teams.
4. Executive Reporting & Storytelling
Standardize metrics, definitions, and reporting to enable consistent executive storytelling and alignment for key operational and financial decisions.
Deliver accurate and timely monthly and quarterly presentations on headcount, finance, and AI savings.
Own a recurring monthly Executive Pack and a quarterly Value Realization Summary outlining key insights, risks, and updates for leaders.
5. Process Documentation & Workforce Management Optimization
Document and optimize workforce management processes, moving from basic process documentation to detailed Standard Operating Procedures (SOPs) and conducting gap analysis with actionable recommendations.
Refresh and document the annual baseline benefits cycle in alignment with Workforce Management, Operations and Finance.
Publish aligned metric definitions to support consistency across reporting and planning.
Accuracy and timeliness of headcount, finance, and AI savings reporting.
AI Saves Forecast accuracy improvement versus baseline.
6. Other Responsibilities may include
Reduction in manual effort hours through automation.
Quality and consistency of executive reporting and stakeholder advisories.
Design, build, and maintain budget tracking systems (e.g., contractor costing) to monitor financial performance against targets.
Lead and manage people during times when the business requires.
Provide expert analysis and data-driven recommendations for resource optimization, including AI impact analysis, seat optimization, and tools and process utilization.
Deliver a consolidated semantic data model (capacity, attrition, cost, benefits) to support unified financial and operational analytics.
About You
You are fit to be Senior Business Analyst if you have:
You are a strategic, detail-oriented analyst with experience in data analysis, data modeling, workforce planning, finance, predictive analytics, and/or business intelligence within a contact center or large customer service operation. You are motivated by cost reduction, process effectiveness, business efficiency, and accountability — and you thrive at the intersection of data and storytelling, translating complex operational and financial metrics into clear, actionable insights for executive audiences.
You bring a track record of building complex dashboards in Excel, Power Bi, Tableau and/or similar BI tools. You have experience in process improvement, data analytics, forecasting and predictive models, and/or capacity planning, and you hold yourself to a high standard of accuracy and timeliness across end-to-end reporting cycles. You understand the nuances of headcount savings calculations, AI initiatives, AHT impact, contact deflection, attrition, and shrinkage — and experience with headcount tracking and/or savings attribution is a strong plus.
You bridge Reporting, Agent Experience, Workforce Management, Finance, Operations, AI Transformation and Leadership teams to align on goals and assumptions and drive accountability, and you are a process-minded self-starter who closes gaps — whether by building SOPs, automating manual workflows, or consolidating data into unified models.
#LI-CS3
What’s in it For You?
Hybrid Work Model: We’ve adopted a flexible hybrid working environment (2-3 days a week in the office depending on the role) 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.
About Us
Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here
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More information about Thomson Reuters can be found on thomsonreuters.com.
Thomson Reuters (TSX/NDAQ: TRI) informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news.
For more information on Thomson Reuters, visit tr.com and for the latest world news, reuters.com.
