Kansas call center representative employment contract template

Kansas Call Center Representative Employment Agreement

This Full-Time Call Center Representative Employment Agreement (the "Agreement") is made and effective as of [Effective Date] by and between [Company Name], a company organized and existing under the laws of Kansas, with its principal place of business at [Company Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position

• Call Center Representative.
  • Job Duties:
    • Managing inbound and outbound calls.
    • Handling customer service inquiries.
    • Sales or support tasks.
    • Logging call information accurately.
    • Adherence to scripts.
    • Compliance with quality assurance protocols.
    • Following all applicable company communication standards.
    • Participating in regular skills, product, and compliance training programs.
  • Performance Expectations:
    • Expected call volume: [Call Volume] calls per [Time Period].
    • Required service levels: [Service Level Percentage]%.
    • Call handling time metrics: [Average Handling Time].
    • Adherence to performance benchmarks: [Performance Benchmarks].
    • Quality monitoring standards: [Quality Monitoring Standards].

2. Workplace Conduct

• General Conduct:
  • Option A: Phone etiquette and professionalism.
  • Option B: Stress management and de-escalation of difficult interactions.
  • Confidentiality of customer information.
  • Compliance with privacy rules: TCPA, TSR, and other data protection practices.

3. Reporting & Structure

• Reporting Lines:
  • Option A: Reports to [Manager Name], [Manager Title].
  • Option B: Reports to [Team Lead Name], [Team Lead Title].
  • Team structure: [Team Structure Description].
• Escalation Procedures:
  • Escalation path for challenging calls: [Escalation Procedures].
• Shift Coverage:
  • Shift coverage responsibilities: [Shift Coverage Responsibilities].
  • Participation in shift-bidding or rotation schedules: [Shift Bidding/Rotation Details].

4. Work Location

• Primary Work Location:
  • Employer’s designated call center in Kansas: [Call Center Address].
• Remote Work (If Applicable):
  • Eligibility criteria for remote work: [Remote Work Eligibility].
  • Required home office setup: [Home Office Requirements].
  • Employer-provided technology: Headsets, computers, secure connections. [Specify Provided Equipment].
  • Rules for protecting confidential information off-site: [Confidentiality Rules].
  • Monitoring or call recording procedures: [Monitoring Procedures] (compliant with Kansas one-party consent).

5. Employment Status & Work Schedule

• Full-time employment.
• Work schedule: [Daily Hours] hours per day, [Weekly Hours] hours per week.
• Expected attendance and punctuality: [Attendance Policy].
• Break and meal period rules: [Break and Meal Period Policy] (compliant with Kansas law).
• Overtime eligibility and payment: Overtime compensation at 1.5 times regular rate for hours worked over 40 per week (per Kansas law and FLSA).

6. Compensation

• Hourly Wage/Salary: [Hourly Wage/Salary Amount] per [Pay Period].
• Regular Pay Cycle: [Pay Cycle Details].
• Overtime Compensation: 1.5 times the regular rate for hours worked over 40 per week.
• Commissions/Incentive Pay: [Commission/Incentive Details] for sales or performance achievements.
• Bonus Calculations and Payout: [Bonus Calculation and Payout Details].

7. Benefits

• Eligibility and terms for:
  • Medical Insurance: [Medical Insurance Details].
  • Dental Insurance: [Dental Insurance Details].
  • Vision Insurance: [Vision Insurance Details].
  • Life Insurance: [Life Insurance Details].
  • 401(k): [401(k) Details].
  • Paid Vacation: [Vacation Policy Details].
  • Sick Leave: [Sick Leave Policy Details] (align with Employer policy).
  • State Holidays: [List of State Holidays].
  • Leave of Absence Policies: [Leave of Absence Details].
  • Tuition Reimbursement/Career Development: [Tuition Reimbursement Details].
  • Transportation/Parking Stipends: [Transportation Stipend Details].
  • Wellness/Mental Health Resources: [Wellness Resources Details].

8. Confidentiality

• Confidentiality of customer data, scripts, company procedures, and proprietary databases.
• Obligations for compliance with laws impacting customer communication and data privacy (e.g., HIPAA, PCI-DSS).
• Acknowledgment of call recording policies (conforming to Kansas one-party consent law).
• Prohibition of unauthorized use or dissemination of customer data, call records, scripts, or internal documents.

9. IT System Usage

• Acceptable use of company IT systems, email, and telephony.
• Restrictions on personal calls during work hours.
• Monitoring of employee communications: [Communication Monitoring Details].

10. Compliance Training

• Mandatory participation in compliance training for call center legal requirements and company standards.
• Periodic refreshers as required by Kansas or federal regulations.

11. Licensing/Registration (If Applicable)

• If collections, telemarketing, or regulated financial/product support are included, spell out additional licensing or registration needs under Kansas law. [Licensing Requirements].
• Obligations to maintain qualification.

12. At-Will Employment & Termination

• Employment at-will doctrine under Kansas law.
• Voluntary Resignation: [Resignation Notice Period].
• Employer-Initiated Termination:
  • Option A: Immediate termination for cause.
  • Option B: Termination with [Notice Period] notice.
• Return of all employer property.
• Final Pay Timing: No later than the next regular pay date (Kansas law).
• Severance/Outplacement Support (If Applicable): [Severance Details].

13. Non-Solicitation

• Rules regarding non-solicitation of clients or co-workers post-employment (Kansas allows reasonable, narrowly tailored non-solicit provisions): [Non-Solicitation Details].
• Non-disclosure and confidentiality.

14. Anti-Discrimination & Anti-Harassment

• Clause at least as broad as federal law and Kansas Act Against Discrimination, covering protected classes (race, color, gender, national origin, ancestry, disability, veteran status, and age over 40).
• Mechanisms for internal complaints and prompt employer response: [Complaint Procedure].

15. Occupational Health & Safety

• Occupational health, safety standards, and ergonomic considerations for workstations or home office settings.
• Compliance with Kansas workers’ compensation and OSHA requirements for workplace safety and accident reporting.

16. Performance Review & Corrective Action

• Procedures for periodic performance review: [Performance Review Schedule].
• Corrective action or coaching: [Corrective Action Policy].
• Recordkeeping of calls and performance: [Record Retention Policy].
• Policies for professional development and internal advancement: [Professional Development Details].

17. Dispute Resolution

• Provisions requiring good-faith informal negotiation, mediation, or arbitration prior to litigation.
• Kansas law and venue for any court proceedings.

18. Additional Notices

• Specify any additional notice requirements, posting requirements, or employment posters to be provided by the employer under Kansas law. [List of Required Notices/Posters].

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

____________________________
[Employer Name]

By: ____________________________
[Employer Representative Name]
[Employer Representative Title]

____________________________
[Employee Name]