Indiana call center representative employment contract template

Indiana Call Center Representative Employment Contract

This Indiana Call Center Representative Employment Contract ("Agreement") is made and entered into as of [Date] by and between [Employer Full Legal Name], located at [Employer Full Address] ("Employer"), and [Employee Full Legal Name], residing at [Employee Full Address] ("Employee").

1. Position

• Option A: The Employer hereby employs Employee as a Call Center Representative.
• Option B: Job Description: Employee shall perform duties including, but not limited to:
  • Handling inbound/outbound customer calls.
  • Documenting interactions in CRM systems.
  • Providing accurate product/service information.
  • Escalating complaints or technical issues.
  • Adhering to call scripts and quality standards.
  • Achieving performance targets for call volume, average handle time, first call resolution, and customer satisfaction.
• Requirements include proficiency in telephone etiquette, data entry, active listening, conflict de-escalation, and familiarity with [Specific Call Center Software] and headsets/hardware provided by Employer.

2. Work Location

• Option A: The primary work location is [Full Address of Indiana Work Location].
• Option B: Remote Work: Employee may work remotely subject to the following:
  • Meeting minimum technical and security standards for home office, including [Specific Technical Requirements].
  • Compliance with monitoring and call recording policies compliant with Indiana law.
  • Maintaining data protection standards as required by Employer.

3. Employment Status and Work Hours

• Option A: Employment is full-time.
• Option B: Standard working hours are [Number] per week, with shifts assigned as follows: [Shift Times and Scheduling Procedures].
• Mandatory breaks and meal/rest periods will be provided according to Employer policy.

4. Compensation

• Option A: Base hourly wage is [Dollar Amount].
• Option B: Annual salary is [Dollar Amount].
• Pay frequency is [Bi-weekly/Other].
• Method of wage payment is [Direct Deposit/Check].
• Commission/bonus eligibility is [Yes/No]: If yes, based on [Specific Call Metrics].
• Overtime will be paid at 1.5x the regular rate for hours worked over 40 in a workweek, in compliance with the Fair Labor Standards Act.

5. Benefits

• Option A: Employee is eligible for group health, dental, and vision insurance after [Waiting Period].
• Option B: 401(k) or other retirement options are [Offered/Not Offered].
• Paid vacation, sick leave, and personal leave are offered according to Employer's policy, described in the Employee Handbook.
• The following paid holidays are observed: [List of Holidays].
• Employee Assistance Programs (EAP) and wellness support are [Available/Not Available].

6. Training and Onboarding

Employee will receive initial job training, ongoing skills development, and software/hardware orientation.

Mandated compliance or privacy training will be provided, including [PCI-DSS/HIPAA/Other] as applicable.

7. Technology and Equipment Use

Employer will provide headsets, computers, and phones as needed.

Employee must comply with IT and data security practices.

Restrictions on the use of personal devices are in effect, as described in the Employee Handbook.

8. Confidentiality

Employee shall maintain the confidentiality of all customer communications, company trade secrets, pricing, scripts, processes, and information accessed via CRM systems.

Unauthorized disclosure or use of such information is strictly prohibited, both during and after employment, as per the Indiana Uniform Trade Secrets Act.

9. Conduct Expectations

Employee is expected to maintain professionalism on the phone.

Abusive language is strictly prohibited.

Employee must comply with call quality monitoring.

Employee must adhere to scripts.

Employee must promptly report suspected fraud or regulatory violations.

10. Performance Evaluation

Performance will be evaluated based on call quality, customer satisfaction, attendance, punctuality, and adherence to schedules.

Progressive discipline or performance improvement plans may be implemented as needed.

11. Secondary Employment

• Option A: Employee is permitted to hold secondary employment.
• Option B: Secondary employment that creates a conflict of interest, especially with a direct competitor, is prohibited. Non-solicitation of customers or co-workers is also prohibited during and after employment for a period of [Duration].

12. At-Will Employment

Employment is at-will, meaning either party may terminate the employment relationship at any time, with or without cause or written notice, consistent with Indiana law.

13. Termination Procedures

Upon termination, final pay will be issued by the next regular payday, as required by Indiana law.

Deductions for unreturned equipment will be made as permitted by law.

Information on unemployment claims will be provided.

14. Workplace Safety

Employer complies with Indiana Occupational Safety and Health Administration (IOSHA) standards.

Call center-appropriate standards for ergonomics and headset use are in place.

Protocols for workplace violence or emergency evacuations are established.

15. Anti-Discrimination and Harassment

Employer prohibits discrimination and harassment based on race, color, religion, sex, gender identity, sexual orientation, national origin, disability, age, veteran status, or any other protected class under Indiana and federal law.

A grievance reporting procedure is in place, as outlined in the Employee Handbook.

Employer maintains an anti-retaliation policy.

16. Internal Complaint Resolution

Employee may report concerns regarding harassment, discrimination, or wage issues to [HR Contact Name and Title].

17. Consent to Call Monitoring

Employee consents to call monitoring and quality assurance recording, in compliance with Indiana's one-party consent rules.

18. Background Checks and Eligibility Verification

Employment is contingent upon successful completion of background checks, drug testing (if applicable), reference checks, and eligibility verification (I-9 compliance).

19. Governing Law and Venue

This Agreement shall be governed by the laws of the State of Indiana.

The venue for any legal disputes shall be [County in Indiana].

20. Dispute Resolution

Disputes shall be resolved through internal complaint procedures, then mediation or arbitration, prior to litigation.

21. Severability, Amendment, and Entire Agreement

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

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

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

22. Optional Terms

• Shift differentials: [Applicable/Not Applicable] If applicable, specify details: [Details]
• Bilingual pay: [Applicable/Not Applicable] If applicable, specify details: [Details]
• Telecommuting stipend: [Applicable/Not Applicable] If applicable, specify details: [Details]
• Attendance incentives: [Applicable/Not Applicable] If applicable, specify details: [Details]

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

____________________________

[Employer Name]

____________________________

[Employee Name]