Colorado call center representative employment contract template

Colorado Full-Time Call Center Representative Employment Agreement

This Colorado Full-Time Call Center Representative Employment Agreement (the “Agreement”) is made and effective as of [Date], by and between [Company Name], a [State] corporation with its principal place of business at [Company Address] (“Employer”), and [Employee Name], residing at [Employee Address] (“Employee”).

1. Employment

Option A: Employer hereby employs Employee as a Full-Time Call Center Representative.

Option B: The position is specifically [Inbound/Outbound/Blended].

Option C: Employee's reporting supervisor is [Supervisor Name] and the department is [Department Name].

2. Job Description

Employee will perform the following duties:

• Handling customer calls according to established scripts and company guidelines.
• Managing high call volumes efficiently.
• Logging all call data accurately into designated systems (e.g., [CRM System Name]).
• Adhering to established call quality and average handle time (AHT) metrics.
• Managing escalations according to established escalation procedures.
• Using software/CRM/telephony platforms, including but not limited to [Calabrio/Five9/Salesforce/Other].
• Updating customer account information accurately and promptly.
• Following all data privacy protocols, including those relating to Personally Identifiable Information (PII) and Payment Card Industry Data Security Standard (PCI DSS) data. Specific procedures include [Details of PII/PCI DSS procedures].
• Complying with call recording and monitoring practices as required by Employer and permitted under Colorado law, including customer consent/notification procedures.
• Participating in ongoing training sessions, Quality Assurance (QA) sessions, and performance reviews.

3. Work Location and Equipment

Option A: The work location is exclusively onsite at [Colorado Worksite Address].

Option B: The work location is remote, with Employee required to maintain a Colorado residence and a private, secure workspace that meets Employer’s requirements. [Details of Workspace Requirements].

Option C: The work arrangement is hybrid, with a mix of onsite and remote work as determined by Employer.

Employer will provide the following equipment: [List of Equipment]. Employee is responsible for notifying Employer of any technical failures. Maintenance and repair of the equipment will be the responsibility of [Employer/Employee, Details].

4. Hours of Work

Option A: Employee’s regular full-time hours are [Start Time] to [End Time], Monday through Friday.

Option B: Employee’s schedule may include shift rotation as determined by Employer. [Details of Shift Rotation].

Employee may be required to work overtime shifts during peak periods or as otherwise needed.

Employee is expected to be flexible with their schedule to meet business needs.

5. Colorado Labor Law Compliance

Employee will be paid overtime at a rate of 1.5 times their regular hourly rate for all hours worked over 40 in a workweek.

Employee is entitled to a 30-minute unpaid meal break for shifts over 5 hours, and a 10-minute paid rest break for every 4 hours worked, in accordance with Colorado Wage Order #38.

Employee is responsible for accurately recording their time worked, including all breaks, using Employer’s electronic timekeeping system. Overtime must be authorized in advance by the Employee’s supervisor.

6. Compensation

Option A: Employee’s hourly wage is [Hourly Wage].

Option B: Employee’s annual salary is [Annual Salary].

Employee will be paid on a [Bi-Weekly/Semi-Monthly/Monthly] pay period.

Incentives:

• Shift Premium: [Shift Premium Details].
• Call Metrics Bonus: [Call Metrics Bonus Details].
• Customer Satisfaction Performance Incentive: [Customer Satisfaction Performance Incentive Details].
• Sales Commissions: [Sales Commission Details].
• Attendance Bonus: [Attendance Bonus Details].

Deductions from wages will be made in compliance with Colorado law. Employee will receive a detailed pay stub with each paycheck. Any pay disputes must be reported to Employer within [Number] days of receiving the paycheck.

7. Benefits

Medical, Dental, and Vision Insurance: Employer offers medical, dental, and vision insurance coverage. Eligibility waiting period is [Number] days. [Details of Coverage].

Paid Time Off (PTO): Employee will accrue PTO at a rate of [Accrual Rate] for vacation and sick leave.

Colorado Family and Medical Leave: Employee is entitled to leave under the Colorado Family and Medical Leave Insurance (FAMLI) program and Colorado Healthy Families and Workplaces Act.

Colorado-Mandated Holidays: [List of Paid Holidays].

Short-Term Disability: [Short-Term Disability Details].

Life Insurance: [Life Insurance Details].

Employee Assistance Program (EAP): [EAP Details].

8. Data Privacy and Security

Employee will handle sensitive customer information and must adhere to all applicable data privacy laws, including Colorado privacy statutes.

Employee must use multi-factor authentication, maintain screen and desk privacy, and refrain from taking paper notes of sensitive account data.

Employee agrees to maintain the confidentiality of customer information and internal company policies. Employee agrees to limited sharing, retention, and destruction protocols for both digital and paper data.

Employer has the right to monitor and record calls for quality, compliance, and legal purposes, as permitted under Colorado law. Employee will adhere to all customer consent/notification procedures.

9. Behavioral and Performance Expectations

Employee must adhere to call scripts, maintain professional decorum during challenging customer interactions, and follow anti-abuse protocols for both customers and employees.

Employee must report any security breaches or improper disclosure of information immediately.

Employee must maintain prompt attendance.

Employer will utilize progressive discipline procedures for violations of company policy or performance shortfalls.

10. Training and Performance Appraisal

Employee will participate in initial and recurring training as required by Employer.

Employee will receive regular performance appraisals.

Employer will conduct quality assurance (QA) monitoring of Employee’s calls.

Employee may be required to participate in coaching or improvement plans.

11. At-Will Employment

Employee acknowledges that their employment is at-will, meaning that either Employer or Employee may terminate the employment relationship at any time, with or without cause or notice, subject to the final paycheck requirements outlined below.

[Option: Probationary Period details if applicable]

12. Termination

Voluntary Resignation: Employee must provide Employer with [Number] days written notice of resignation.

Employer-Initiated Dismissal: Employer may terminate Employee’s employment at any time, with or without cause.

Layoffs: In the event of a layoff, Employer will follow applicable Colorado law.

Job Abandonment: Failure to report to work for [Number] consecutive days without notifying Employer may be considered job abandonment.

Severance Pay: [Severance pay policy details if applicable].

Final Paycheck: Upon involuntary termination, Employee will receive their final paycheck immediately, as required by Colorado law. If Employee resigns, the final paycheck will be available on the next regular payday.

13. Return of Company Property

Upon termination of employment, Employee must immediately return all company property, including headsets, computers, access cards, and any other items belonging to Employer. Employee’s system access will be revoked upon termination.

Employee has an ongoing obligation to protect customer information even after termination of employment.

14. Employment of Minors

[If applicable: If employing anyone under 18, ensure compliance with Colorado child labor restrictions, including work hours, rest periods, and hazardous duties.]

15. External Employment and Conflicts of Interest

Employee must avoid conflicts of interest, including side jobs with competitors or customer poaching. [Details of restrictions on outside employment if applicable].

16. Non-Solicitation

Employee is prohibited from soliciting Employer’s customers or employees during and after employment with Employer.

17. Non-Compete

Employee acknowledges that, under Colorado law, non-compete agreements are generally unenforceable. [If applicable, precisely drafted confidentiality and non-solicitation provisions apply].

18. Anti-Discrimination and Equal Employment Opportunity

Employer is an equal opportunity employer and complies with all applicable federal and Colorado laws prohibiting discrimination. This includes, but is not limited to, discrimination based on race, color, religion, sex, national origin, age, disability, gender identity, sexual orientation, ancestry, age, marital status, and any other protected category under applicable law.

Employer is committed to workplace diversity, equity, and inclusion.

19. Reasonable Accommodations

Employer will provide reasonable accommodations to disabled employees and for religious practices as required by Colorado law. Employee must engage in the interactive process to request an accommodation.

20. Complaint Reporting Procedures

Employee may report workplace safety concerns, harassment, or wage/hour concerns to Human Resources or a third-party hotline. [Contact information for HR and Hotline].

Employer prohibits retaliation against any employee who reports a complaint in good faith.

21. Occupational Health and Safety

Employer complies with Colorado and OSHA occupational health and safety standards.

Employer provides ergonomic workstations, including appropriate chairs and headsets.

Employee has the right to report unsafe working conditions without fear of retaliation.

22. Colorado Specific Laws

Employer complies with all applicable Colorado laws, including but not limited to laws regarding paid sick leave and COVID-19-related absences.

23. Dispute Resolution

Any disputes arising out of or relating to this Agreement shall first be addressed through internal resolution.

If internal resolution is unsuccessful, the parties agree to attempt to resolve the dispute through mediation or arbitration in Colorado.

This Agreement shall be governed by and construed in accordance with the laws of the State of Colorado. Jurisdiction for any legal action shall be in the courts of Colorado.

24. Workers' Compensation

Employer provides workers’ compensation coverage in accordance with Colorado law. Employee must report any workplace injuries to Employer immediately. [Details of reporting process].

25. Electronic Signature and Legal Notices

This Agreement may be signed electronically.

Employer will deliver all required legal notices to Employee, including pay stubs, FMLA posters, and Wage Transparency Act notices.

26. Incorporation of Policies

This Agreement incorporates by reference all applicable company policies and employee handbooks. [Specify Policies and Handbooks]. Employer will notify Employee of any updates to these policies.

This Agreement is intended to comply with all applicable Colorado laws and regulations. If any provision of this Agreement is found to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

Employer:

[Company Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

Employee:

[Employee Name]

Date: [Date]