Shift Task Management Template

More call-center templates

Ensure no task is overlooked with the Shift Task Management template. This template utilizes Priority Matrix to help call center agents manage and complete all assigned tasks during their shift. By visualizing duties and prioritizing tasks, agents can boost productivity, reduce stress, and ensure customer satisfaction.

From handling high priority calls to completing call logs and attending team meetings, this template covers all essential tasks to help agents stay organized and efficient throughout their shift.

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Shift Task Management for Priority Matrix

Shift Task Management in Priority Matrix

Manage and prioritize your call center tasks efficiently during your shift.

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Proposed Tasks

High Importance, Urgent

  • Task 1: Handle High Priority Calls - due in 1 hour
    ☐ Answer high priority customer queries ☐ Resolve customer issues ☐ Escalate unresolved issues to supervisor
  • Task 5: Attend Team Meeting - due in 6 hours
    ☐ Participate in team discussion ☐ Share insights and feedback
  • Task 10: Prepare for Performance Review - due in 2 weeks
    ☐ Compile performance data ☐ Identify areas of improvement

High Importance, Not Urgent

  • Task 3: Follow-up Calls - due in 4 hours
    ☐ Make follow-up calls to customers ☐ Ensure customer satisfaction
  • Task 4: Update Customer Records - due in 5 hours
    ☐ Update customer contact details ☐ Update customer interaction history
  • Task 9: Complete Training Modules - due in 1 week
    ☐ Complete assigned online training modules ☐ Pass end-of-module assessments

Low Importance, Urgent

  • Task 2: Complete Call Logs - due in 2 hours
    ☐ Document all call details ☐ Report any system or technical issues
  • Task 7: Email Response - due in 1 day
    ☐ Respond to customer emails ☐ Ensure all queries are addressed

Low Importance, Not Urgent

  • Task 6: Review Call Scripts - due in 1 day
    ☐ Review and familiarize with new call scripts ☐ Practice delivering scripts
  • Task 8: Handle Low Priority Calls - due in 2 days
    ☐ Answer low priority customer queries ☐ Resolve customer issues