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Strategic priorities for 2025

Administrative and customer support leaders shared what they’re focusing on this year: Customer satisfaction Quality assurance Technology upgrades or integration Cybersecurity and data privacy Data analytics for performance management Improving time to resolution
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Support roles are expanding

Administrative and customer support roles are transforming into hybrid positions with broader responsibilities. For administrative staff, these duties include project management, budgeting, HR functions and driving employee engagement, while customer support leaders seek the ability to confidently navigate customer data.
52% of administrative and customer support leaders reported skills gaps within their department, and 51% said the impact of those gaps has increased in the past year. Administrative
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Almost all administrative and customer support leaders plan to add new staff or at least maintain headcounts to deliver on top business priorities. Yet 83% said it’s challenging to find skilled talent in the current market. of administrative and customer support leaders are hiring for new permanent positions. of administrative and customer support leaders are hiring for new permanent positions.

are hiring only for vacated permanent positions. are hiring only for vacated permanent positions.

Hiring plans for 2025: contract professionals

53% of administrative and customer support leaders said they’re increasing their use of contract talent. They also shared the difficulties they’re having finding these professionals. Meeting candidates’ pay expectations Finding candidates who align with corporate culture Difficulty assessing skills and experience Lack of skilled candidates

Administrative and customer support professionals in highest demand

The following positions are in the top 25% of administrative and customer support roles in demand, according to an analysis of thousands of job postings and Robert Half placements: Administrative assistant Customer experience specialist Customer service specialist Data entry specialist Executive assistant Front desk coordinator Office specialist Project assistant/coordinator Property management assistant Receptionist Article: Learn more about the top roles in demand

At Robert Half, we know talent

Our mission: Bringing great companies and skilled talent together to help build successful businesses and rewarding careers. Innovation and high ethical standards have taken us from a small operation to the world’s largest specialized talent solutions and business consulting firm with offices across the globe. Hire Talent Schedule a walk-through Looking for a job? Search jobs now
The surveys cited were developed by Robert Half and conducted by an independent research firm. Results may not total 100% due to rounding or allowing for multiple responses. Respondents included executives, hiring managers and workers from small (10-99 employees), midsize (100-999 employees) and large (1,000+ employees) businesses in private, publicly listed and public sector organizations across the U.S. Over 6 million new positions from more than 8,000 independent job boards and company websites, including 100,000+ placements from Robert Half, are represented in our analyses of in-demand roles. This dataset includes roles across the finance and accounting, technology, marketing and creative, legal, administrative and customer support, healthcare support, and human resources professions.