Only 12% of administrative and customer support leaders have enough staff with the skills needed to complete their priority projects in 2026, according to Robert Half’s Demand for Skilled Talent report. Which means 88% need more staff with new skills in their departments.
These numbers tell you a lot about the pressure these teams are under. Leaders are being asked to improve productivity, deliver better customer experiences and support company-wide goals, all while managing skills gaps and adopting new technology.
The good news? Workflow automation and AI in the workplace are making it possible to optimize processes and relieve some of the pressure. The challenge is knowing where to start and how to get your people on board.
AI in the workplace: A guide for administrative leaders
What’s changing in administrative work
AI in the workplace is transforming this part of the business. Traditional tasks such as scheduling, record-keeping and process tracking are increasingly automated, enabling administrative professionals to focus on more strategic initiatives. As a result, the expectations for administrative roles are shifting dramatically.
Three pivotal roles have emerged as drivers of success in this new environment:
Administrative managers—These leaders oversee the implementation of operational strategies, manage workflows and align administrative processes with organizational objectives. Their role has evolved from a purely managerial one to a position that drives innovation.
Operations coordinators—Acting as the glue that holds departments together, operations coordinators play a critical role in facilitating cross-departmental collaboration. They ensure that communication flows seamlessly between teams and that organizational efforts are aligned with shared goals.
Workflow analysts—These analytically minded professionals focus on identifying workflow inefficiencies, streamlining processes and implementing solutions to enhance productivity. They leverage data to make informed decisions and contribute to a company culture of continuous improvement.
The skills gap problem—and why it’s getting harder to solve
Meanwhile, 50% of administrative and customer support leaders plan to increase permanent headcount in the first half of 2026, and 44% plan to bring on contract or temporary help—though 54% reported that finding skilled professionals is harder now than it was a year ago.
Be it through hiring or upskilling, here are a few skills that many administrative leaders need in their teams in 2026:
Process optimization—The ability to identify inefficiencies and implement streamlined workflows is a game-changer. Administrative leaders who can optimize processes not only save time and resources but also position their organization for sustainable growth.
Digital tool adoption—Familiarity with digital tools and platforms is critical. Administrative professionals must stay ahead of the curve by learning to navigate and leverage technologies such as project management software, customer relationship management (CRM) systems and AI-powered analytics tools.
Cross-departmental collaboration—The interconnected nature of today’s workplace makes collaboration a crucial skill. Building strong relationships with colleagues across departments fosters alignment, enhances communication and ensures that initiatives are implemented smoothly.
By cultivating these skills within their staff, administrative managers can elevate their team’s contributions and adapt to the demands of a rapidly changing work environment.
Making AI work for administrative teams
Business process automation works best when it frees people to focus on work that requires human judgment. Take invoice processing as an example. AI can pull data from a digital or scanned document, match it against purchase orders and flag discrepancies. Your team still reviews the exceptions and makes decisions, but they're not spending hours on data entry.
The same principle applies to customer support. Voice transcription tools can automatically capture call details, while automated systems route requests to the right people. Your staff focuses on solving problems rather than logging information. This kind of multimodal approach (combining voice transcription, document processing and system updates, in this case) is where AI in the workplace delivers real value.
How to measure success
When you're piloting workflow automation, measure what matters to your operation. Cycle time shows you how long tasks take from start to finish. Error rates tell you whether accuracy is improving. Human touchpoints reveal where people still need to step in. These numbers help you decide what to scale and what needs adjustment.
The soft skills that make technology work
Technical tools are only as good as the people using them. When administrative leaders were asked which soft skills matter most for working with AI, adaptability and continuous learning ranked highest among 59% of respondents. Critical thinking and problem-solving came in at 58%, followed by creativity and innovation at 55%.
Communication skills (41%) and emotional intelligence (29%) round out the top five. These capabilities help people guide AI-driven solutions, catch errors the technology misses, and handle situations that require empathy or nuanced judgment.
Balancing automation with accountability
Automated systems can handle routine decisions, but someone still needs to own the outcomes. That means building roles that bridge technology and human oversight: people who understand how the systems work, can spot when something's off and have the authority to intervene.
Workflow analysts who can identify bottlenecks and design better processes are increasingly valuable. So are AI workflow architects who can map how automated systems should connect with existing operations. These roles didn't exist in most administrative teams 5 years ago. They're becoming essential now.
3 practical ways to succeed with AI in the workplace
Start small with phased rollouts. You don't need to overhaul everything at once. Pick one process that's clearly a bottleneck, focus your business process automation solution there and learn from it. A phased approach reduces disruption and gives your team time to adapt.
Bring in expertise when you need it. Contract professionals with experience in technology transitions can help bridge skills gaps during implementation. They bring specialized knowledge your team may not have, and they can help train permanent staff as new systems come online.
Invest in your current people. With more than half of leaders saying they need to upskill their teams, training matters. Focus on the skills that complement AI in the workplace: critical thinking, adaptability and clear communication. People who understand both the technology and the business processes it supports become invaluable.
The bottom line
Administrative teams that embrace business process and workflow automation thoughtfully can accomplish more without burning out their people. The technology is ready. The question is whether you have the right processes and organizational culture to make it work.
Start by understanding where your gaps are, bring in help where you need it, and give your team the training and support to adapt. The organizations that get this right can turn their administrative functions into a genuine competitive advantage.
