Delaware call center representative employment contract template

Delaware Call Center Representative Employment Agreement

This Delaware Call Center Representative Employment Agreement (the "Agreement") is made and entered into 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

The Employer hereby employs the Employee, and the Employee hereby accepts employment with the Employer, as a Call Center Representative.

2. Job Duties

The Employee's primary responsibilities will include, but are not limited to:

• Handling inbound and outbound customer calls.
• Responding to customer inquiries and complaints.
• Performing call documentation and call disposition using the company’s specified CRM or telephony platform.
• Adherence to prescribed call scripts.
• Up-selling or cross-selling as directed.
• Achieving specific call response, resolution, and quality metrics.
• Following escalation procedures for complex calls.
• Maintaining data privacy during all interactions.
• Participating in ongoing product/service knowledge training.
• Meeting company call handling standards.

3. Work Location

The Employee's primary work location will be:

• Option A: [Company Address], a Delaware call center facility.
• Option B: Hybrid work arrangement, subject to company policy.
• Option C: Fully remote, subject to company policy and equipment requirements.

If remote or hybrid, the Employee is required to maintain a secure internet connection and suitable home office environment as defined by company policy. The company will provide and maintain needed equipment such as headset, computer, and login credentials.

4. Employment Type and Work Schedule

The Employee's employment is full-time.

• Option A: The standard full-time work week is [Number] hours per week.
• Option B: The Employee's work schedule will be [Days of the week], from [Start Time] to [End Time].

Shift bidding and swap procedures, if applicable, will be governed by company policy. Mandatory clock-in/out practices will be observed. Rest and meal breaks will be provided in accordance with Delaware law and company policy.

5. Compensation

The Employee will be compensated as follows:

• Option A: An hourly wage of [Dollar Amount] per hour.
• Option B: A salary of [Dollar Amount] per year, paid [Frequency of Payment].

Payment will be made via [Payment Method, e.g., direct deposit]. Overtime will be calculated and paid in compliance with Delaware wage and hour laws.

• Option A: A shift differential of [Dollar Amount] will be paid for hours worked during [Specific Time Period, e.g., night shifts].
• Option B: The Employee may be eligible for bonuses or incentives based on [Specific Criteria, e.g., call metrics, customer satisfaction scores].

6. Benefits

The Employee will be eligible for the following benefits, subject to the terms and conditions of the Employer's benefit plans:

• Option A: Health, vision, and dental insurance.
  • Employee contribution: [Percentage].
  • Employer contribution: [Percentage].
• Delaware-compliant sick leave and paid time off policies (accrual method for vacation/sick leave).
• Paid state and federal holidays.
• Option B: Short-term or long-term disability insurance.
• Unemployment insurance, as required by Delaware law.
• Workers’ compensation coverage, as required by Delaware law.
• Option C: Employee assistance program for mental health.
• Option D: Transportation or parking subsidies.

7. Confidentiality

The Employee agrees to maintain the confidentiality of all customer and client information and to comply with all applicable federal (e.g., TCPA, HIPAA if applicable, GLBA if applicable) and Delaware data security and privacy breach notification laws. The employee is prohibited from discussing or recording calls outside of their required job function.

8. Monitoring of Communication Systems

The Employee acknowledges that their calls and digital work may be monitored or recorded for quality assurance, disciplinary, or legal compliance purposes, in accordance with Delaware workplace surveillance requirements.

9. Non-Solicitation and Non-Disclosure

• Option A: If the Employer represents third-party clients, the Employee agrees not to solicit or disclose confidential information about those clients during or after employment, consistent with Delaware's laws regarding restrictive covenants.
• Option B: (If Non-compete agreement is needed) Employee agrees not to compete with the employer during the employment term and for a period of [number] months/years after termination within [geographic area], engaging in similar business activities.

10. At-Will Employment

The Employee's employment is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to Delaware law regarding final wage payment and benefits continuation.

11. Workplace Conduct and Performance Expectations

The Employee agrees to comply with all company policies regarding workplace conduct, including attendance and punctuality, limits on personal calls/device use, uniform/dress code (if applicable), anti-harassment, anti-discrimination, and equal employment opportunity policies per Delaware and federal law (including protections for sexual orientation/gender identity).

12. Training

The Employee agrees to participate in mandatory training programs related to customer service skills, call handling technology, regulatory compliance, quality assurance, and harassment prevention.

13. Health, Safety, and Emergency Response

The Employee agrees to comply with all applicable Delaware workplace health and safety regulations, call center ergonomic standards, and fire/evacuation/violence procedures, and has access to Delaware's Whistleblower Act protections.

14. Intellectual Property

The Employee agrees that any call scripts, training materials, or process improvements created during employment are the property of the Employer, unless otherwise agreed in writing.

15. Dispute Resolution

The parties agree to attempt to resolve any disputes through good faith negotiation and mediation before resorting to litigation or arbitration. This Agreement shall be governed by and construed in accordance with the laws of the State of Delaware.

16. Collective Bargaining Agreement

• Option A: This Employment Agreement is subject to the terms and conditions of the collective bargaining agreement between [Union Name] and the Employer.
• Option B: This Employment Agreement is not subject to a collective bargaining agreement.

17. Acknowledgement of Handbooks and Notices

The Employee acknowledges receipt and review of applicable company handbooks and Delaware legal notices.

18. Entire Agreement

This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral or written.

19. Modifications

This Agreement may be modified only by a written instrument signed by both parties.

20. Electronic Acceptance

The parties agree that this Agreement may be accepted electronically and that such acceptance shall have the same force and effect as a written signature.

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

____________________________
[Employer Name]

By: ____________________________
[Employer Representative Name]

Title: [Title]

____________________________
[Employee Name]