Georgia call center representative employment contract template

Georgia Call Center Representative Employment Agreement

This Georgia Call Center Representative Employment Agreement (the "Agreement") is made and entered into as of [Date], by and between [Employer Legal Name], a [State] [Entity Type] with its principal place of business at [Employer Address] ("Employer"), and [Employee Full Legal Name], residing at [Employee Address] ("Employee").

1. Employment

Option A: Employer hereby employs Employee, and Employee hereby accepts employment with Employer, as a full-time Call Center Representative.

Option B: Employer hereby employs Employee, and Employee hereby accepts employment with Employer, as a part-time Call Center Representative. (Note: Part-time agreements may have adjusted benefit eligibility).

• The employment is at-will, subject to the terms and conditions set forth in this Agreement.

2. Job Duties

• Employee's primary job duties shall include, but not be limited to:
• Handling inbound and outbound customer calls.
• Logging call outcomes and issues in CRM systems.
• Providing product/services information to customers.
• Escalating customer disputes according to call center protocols.
• Adhering to call scripts and company guidelines.
• Complying with quality assurance policies, including call monitoring, time-to-answer standards, and call resolution standards.
• Following company's script deviation and troubleshooting rules.
• Meeting or exceeding call handling targets or KPI metrics as established by the Employer (e.g., average handle time, first call resolution, customer satisfaction scores).

3. Work Location

• Option A: The Employee's primary work location will be at [Address of Call Center in Georgia], Georgia.
• Option B: The Employee's primary work location will be remote. The employee must maintain a suitable workspace in Georgia.
• Option C: The Employee's primary work location is hybrid, requiring [Number] days per week at [Address of Call Center in Georgia], Georgia, and the remainder remote.
• Employer shall provide a safe and OSHA-compliant workspace, including access to restrooms.

4. Work Schedule

• Option A: Employee's standard work schedule will be [Start Time] to [End Time], [Days of the Week].
• Option B: Employee may be required to work rotating shifts, night shifts, or split shifts as assigned by Employer.
• Employee is expected to be punctual and maintain good attendance.
• Shift bidding or scheduling policies will be governed by the company's established practices.
• Employee will report to [Team Lead/Supervisor Name], or designee.

5. Compensation

• Option A: Employee shall be paid an hourly rate of [Dollar Amount] per hour, compliant with Georgia minimum wage laws.
• Option B: Employee shall be paid a salary of [Dollar Amount] per year, payable [Frequency of Payment, e.g., bi-weekly], compliant with Georgia wage payment laws.
• Employee is eligible for overtime pay at a rate of one and one-half (1.5) times their regular rate of pay for all hours worked in excess of 40 in a workweek, in accordance with the Fair Labor Standards Act (FLSA) and Georgia law. Overtime calculations will strictly adhere to these regulations.
• Wages will be paid via [Method of Payment, e.g., direct deposit].

6. Bonuses and Incentives

• Option A: Employee is eligible for the following bonus or incentive programs:
• Attendance Incentive: [Description of Attendance Incentive Program]
• Call Volume Bonus: [Description of Call Volume Bonus Program]
• Customer Satisfaction Reward: [Description of Customer Satisfaction Reward Program]
• Option B: Employee is not currently eligible for any bonus or incentive programs.
• Criteria for earning and payout will be determined by Employer and may be subject to change.

7. Benefits

Employee is eligible for the following benefits, subject to the terms and conditions of the applicable benefit plans:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• 401(k) Plan
• Paid Time Off (PTO): [Number] days per year
• Sick Leave: [Description of Sick Leave Policy or Statement that Georgia Does Not Mandate Paid Sick Leave]
• Company Holidays recognized in Georgia: [List of Holidays]
• Employee Assistance Program (EAP)
• Other Call Center Perks (e.g., on-site amenities): [Description]

8. Confidentiality

• Employee shall maintain the confidentiality of all confidential information of Employer and its customers, including but not limited to customer PII and payment data.
• Employee is strictly prohibited from unauthorized recording or disclosure of calls, in accordance with Georgia's one-party consent law for call recording.
• Employee shall comply with all company data security and privacy standards, including data retention, storage, and destruction protocols.

9. Work Product

All work product, including call records, notes, and reports, shall belong to Employer. Employee is prohibited from removing or using such work product for personal use.

10. Conduct and Behavior

• Employee shall maintain a professional demeanor in all customer interactions.
• Employee shall comply with all applicable call handling scripts and regulatory disclosures, including but not limited to TCPA regulations.
• Employee shall adhere to all anti-abuse and hate speech protocols.
• Employee shall adhere to the company's dress code (if applicable, for in-person or on-camera video shifts).
• Employee shall adhere to the company's social media and off-duty conduct policies when representing the company.

11. Company Equipment

Employee shall be responsible for the use, care, and return of all company-provided equipment, including headsets, computers, and phones. Employee shall be responsible for any loss or damage to such equipment caused by their negligence.

12. Call Monitoring

Employee acknowledges that calls may be monitored or recorded for quality assurance purposes, in compliance with Georgia's one-party consent law for call recording.

13. At-Will Employment & Termination

• Employee's employment is at-will, meaning that either party may terminate the employment relationship at any time, with or without cause, subject to applicable law.
• Employer may terminate Employee's employment immediately for gross misconduct, failure to meet call quality quotas, or excessive absenteeism.
• Upon termination, Employee shall return all company property and confidential information.
• Final wages will be paid in accordance with Georgia law.

14. Post-Termination Obligations

• Employee shall maintain the confidentiality of Employer's confidential information following termination of employment.
• Employee shall not solicit Employer's clients or co-workers for a period of [Number] months following termination.
• Employee agrees not to compete with employer within [Specific Geographic Area, e.g., 50 miles of Atlanta] for [Number] months from the date of separation.

15. Anti-Discrimination and Harassment

• Employer prohibits discrimination and harassment based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic under applicable federal and Georgia law.
• Employer will provide reasonable accommodations for disabilities, in accordance with the Americans with Disabilities Act (ADA).

16. Complaint Procedure

Employee should report any concerns about discrimination, harassment, or other violations of this Agreement or company policy to [Name of Person/Department]. Employer prohibits retaliation against employees who report such concerns in good faith.

17. Dispute Resolution

Any disputes arising out of or relating to this Agreement shall be resolved first through internal resolution/mediation efforts. If such efforts are unsuccessful, the parties agree to submit to binding arbitration in accordance with the rules of the American Arbitration Association. This agreement is governed by the laws of the State of Georgia and shall be interpreted accordingly.

18. Compliance with Laws

Employer and Employee shall comply with all applicable federal and Georgia labor laws, including but not limited to the FLSA, OSHA, ADA, EEO requirements, and any Georgia call center industry regulations.

19. Workplace Safety and Well-being

Employer is committed to providing a safe and healthy work environment for its employees and offers resources such as [List of resources for stress management, mental health, etc.].

20. Non-Retaliation

Employer prohibits retaliation against employees for exercising their employment rights under Georgia law.

21. Leave and Attendance

Employee shall comply with Employer's policies regarding paid and unpaid leave, attendance, tardiness, personal emergency protocols, inclement weather procedures, and shift-swapping/coverage.

22. Acknowledgement

Employee acknowledges that they have received, read, and understood all company handbooks, code of conduct, and call center operational manuals.

23. Amendment

• This Agreement may be amended only in writing, signed by both parties.
• Employer reserves the right to change its policies and benefits from time to time.

24. Verification

Employee shall complete all legally required background checks, eligibility verification (I-9), and any industry-required certifications.

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

____________________________

[Employer Representative Name]

[Employer Title]

____________________________

[Employee Full Legal Name]