Connecticut call center representative employment contract template

Connecticut Call Center Representative Employment Contract

This Connecticut Call Center Representative Employment Contract (the “Agreement”) is made and entered into as of [Date], by and between [Employer Full Legal Name], a company organized and existing under the laws of the State of [State of Incorporation], with its principal place of business at [Employer Full Address] (“Employer”), and [Employee Full Legal Name], residing at [Employee Full Address] (“Employee”).

1. Position:

Option A: Call Center Representative

• Job Grade: [Job Grade]
• Department: [Department]
• Employment Status: Non-Exempt, Full-Time

Option B: Customer Service Representative

• Job Grade: [Job Grade]
• Department: [Department]
• Employment Status: Exempt, Full-Time

2. Job Duties:

• Handle high-volume inbound and outbound calls.
• Resolve customer inquiries and provide accurate information.
• Escalate complex issues and document all interactions accurately.
• Adhere to established scripts and quality assurance guidelines.
• Perform data entry and update customer information in the CRM system.
• Maintain customer privacy and confidentiality.
• Meet performance metrics, including average handle time, first-call resolution, and customer satisfaction scores.
• Other duties as assigned.

3. Professionalism and Training:

• Maintain a professional demeanor and use high-quality communication skills.
• Participate in frequent training sessions, including de-escalation techniques, product knowledge updates, and compliance training.
• Understand that calls will be monitored and recorded for quality assurance purposes, in accordance with Connecticut law.
• Maintain comprehensive knowledge of products, services and company policies.

4. Reporting Structure:

Employee will report directly to [Supervisor/Team Leader Name], whose title is [Supervisor/Team Leader Title].

5. Work Location:

Option A: Primary work location: [Call Center Name], [Call Center Full Address], Connecticut.

Option B: Remote work within Connecticut:

• Employer will provide necessary communication equipment.
• Employee will adhere to VPN/data security protocols.
• Employee consents to monitored call recording, as permitted by Connecticut law.
• Home office must meet Employer’s safety standards and may be subject to inspection (with reasonable notice) to ensure compliance.

6. Work Schedule:

• Full-time schedule: [Number] hours per week.
• Daily start time: [Start Time], end time: [End Time].
• Paid meal break of at least 30 uninterrupted minutes after 7.5 hours of work, as required by Connecticut law.
• [Optional:] Paid rest breaks: [Number] minutes every [Number] hours.
• Potential for shift rotations (day/evening/weekend/holiday) with advance scheduling notice.
• Minimum required rest period between shifts: [Number] hours.
• Overtime eligibility: Overtime will be paid for hours worked beyond 40 per week at 1.5 times the regular rate, in accordance with Connecticut and federal law.

7. Compensation:

• Base hourly wage: [Dollar Amount].
• Payment method: [Direct Deposit/Check].
• Pay cycle: [Weekly/Bi-weekly/Monthly].
• Overtime pay: As required by law.

Option A: Performance bonuses: Tied to [Call Quality/Customer Satisfaction/Conversion Rates].

• Bonus structure: [Describe Bonus Structure].

Option B: Attendance incentives: [Describe Attendance Incentives].

Option C: Shift differentials: [Dollar Amount] for evenings/nights/weekends.

8. Benefits:

• Health insurance: As per company policy.
• Vision insurance: As per company policy.
• Dental insurance: As per company policy.
• Prescription insurance: As per company policy.
• Eligibility for company 401(k) or retirement plan.
• Paid time off:
  • Connecticut Paid Sick Leave: Accrued at one hour per 40 hours worked.
  • Vacation pay: [Number] days per year.
  • Holiday pay: [Number] paid holidays per year.
  • Personal days: [Number] days per year.
• [Optional:] Voluntary benefits: [List Voluntary Benefits].
• [Optional:] Tuition reimbursement for job-related courses.
• Professional development: Customer service workshops, compliance training.
• Employee Assistance Program (EAP).
• Eligibility for Connecticut Family and Medical Leave Act (CTFMLA) benefits.
• Workers’ Compensation coverage.

9. Health and Safety:

• Ergonomic workstation requirements will be provided to the employee.
• Occupational stress and mental health support resources are available.
• Employee must maintain a safe work environment (on-premises or home office).
• Procedures for reporting workplace injuries will be followed in accordance with the Connecticut Occupational Safety and Health Act.

10. Data Privacy and Security:

• Compliance with data privacy and security standards is mandatory (including PCI DSS if applicable).
• Strict confidentiality obligations regarding customer information, proprietary scripts/procedures, and call recordings.
• Data retention and deletion practices will be followed in accordance with Connecticut and federal laws.
• Employee agrees not to share any personal customer data or contact information.

11. Call Center Operational Policies:

Compliance with all call center operational policies is required, including:

• Dress code.
• Attendance and punctuality.
• Call logging procedures.
• Use of company telephony and CRM systems.
• Restrictions on personal devices during work hours.
• Guidelines for call monitoring/recording, as permitted by Connecticut law.

12. Performance Monitoring:

Employee performance will be monitored both quantitatively (metrics, recorded calls) and qualitatively (live or recorded call review).

Coaching, written discipline, and performance improvement plans may be implemented as needed.

13. Remote Work (If Applicable):

• Employer will provide and maintain necessary equipment.
• Employee is responsible for the return of equipment upon termination of employment.
• IT support will be provided as needed.
• Home office may be subject to inspection (with reasonable notice) for compliance/safety purposes, as allowed under Connecticut law.

14. Anti-Harassment, Discrimination, and Equal Employment Opportunity:

Employer is committed to providing a workplace free from harassment and discrimination based on race, color, sex, sexual orientation, gender identity/expression, age, marital status, national origin, disability, veteran status, religion, genetic information, or any other category protected under Connecticut law.

Mandatory reporting and investigation procedures are in place.

15. Intellectual Property:

Any contributions to the development of scripts, process documentation, training materials, or customer contact methodologies during employment are the property of the Employer.

16. At-Will Employment:

Employment is at-will, meaning either party may terminate the employment relationship at any time, with or without cause or notice, subject to the provisions outlined in this agreement.

Option A: Voluntary Resignation: Employee must provide [Number] weeks written notice.

Option B: Involuntary Termination: May be for just cause or at-will.

• Progressive discipline may be used.
• Exit interview will be conducted.

Final wage payment: Will be made no later than the next regular payday if terminated, or the next business day if discharged, as required by Connecticut law.

Employee is responsible for returning all company property upon termination.

17. Severance or Transition Pay:

[Optional:] Severance or transition pay policies: [Describe Policies and Eligibility].

18. Compliance with Telemarketing/Call Center Rules:

Employee must comply with all applicable federal and Connecticut-specific telemarketing/call center rules, including:

• Telephone Consumer Protection Act (TCPA).
• Connecticut Unfair Trade Practices Act (CUTPA).
• Do Not Call Registry protocols (if applicable).

19. Consumer Data Protection:

Employee must protect consumer data in accordance with Connecticut’s Privacy and Data Security laws and, if handling health information, HIPAA.

20. Training Acknowledgment:

Employee acknowledges and consents to ongoing training on compliance, security, and role-specific protocols.

21. Confidentiality:

Employee agrees not to disclose any customer or company data before or after employment.

22. Background Checks/Screenings (If Applicable):

[Optional:] Background checks, drug testing, or pre-employment screenings: [Describe Procedures and Employee Rights, adhering to Connecticut law].

23. Non-Solicitation/Non-Disclosure (If Applicable):

[Optional:] Limitations on non-solicitation or non-disclosure covenants: [Describe Restrictions, tailored to legitimate company interests and compliant with Connecticut statutes].

24. Dispute Resolution:

• Venue for mediation/arbitration/litigation: Connecticut.
• Governing law: Connecticut law.

25. Accommodation of Disabilities:

Employer will provide reasonable accommodation for disabilities as mandated by the Connecticut Fair Employment Practices Act.

26. Right to Review and Seek Counsel:

Employee acknowledges the right to review this contract and to seek legal counsel before execution.

27. Union Membership (If Applicable):

[Optional:] Union membership/collective bargaining implications: [Describe Union Affiliation, adhering to Connecticut labor relations laws].

28. Policy Acknowledgment:

Employee acknowledges receipt of and agreement to the following policies: Employee Handbook, Data Security Policies, Quality Guidelines, and any mandatory regulatory disclosures specific to Connecticut call centers.

29. Entire Agreement:

This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements and understandings, whether written or oral, relating to the subject matter hereof.

30. Amendments:

Any amendment or modification of this Agreement must be in writing and signed by both parties.

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

____________________________

[Employer Full Legal Name]

By: [Name of Authorized Representative]

Title: [Title of Authorized Representative]

____________________________

[Employee Full Legal Name]