Kentucky call center representative employment contract template

Kentucky Call Center Representative Employment Agreement

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

1. Employment

• Option A: Employer hereby employs Employee as a full-time Call Center Representative.
• Option B: Employer hereby employs Employee as a full-time Call Center Representative, specializing in [Specialization, e.g., Customer Service, Sales].

2. Job Responsibilities

• Employee's responsibilities include, but are not limited to:
• Answering inbound and/or making outbound calls.
• Following industry scripts and protocols.
• Handling customer inquiries and resolving issues.
• Processing and updating customer account information.
• Documenting call outcomes and follow-up actions in [CRM System Name].
• Addressing escalations according to defined procedures.
• Meeting or exceeding Key Performance Indicators (KPIs), including:
• Call volume target: [Call Volume Number] calls per [Time Period, e.g., day, week].
• Average Handle Time (AHT) target: [AHT Time].
• First Call Resolution (FCR) target: [FCR Percentage]%.
• Quality Assurance (QA) score target: [QA Score Percentage]%.
• Upselling/Cross-selling target (if applicable): [Upselling/Cross-selling target description].
• Adhering to real-time adherence (RTA) requirements.
• Communicating through multiple channels, including:
• Phone.
• Email.
• Live Chat.
• Social Media [Specify Platform, e.g., Facebook, Twitter] (if applicable).
• Adhering to standardized communication procedures, including greetings, confidentiality verifications, and data entry standards.

3. Call Monitoring and Recording

• Employee acknowledges that calls may be monitored and recorded for quality assurance and training purposes. Employer operates under Kentucky’s one-party consent law.
• Employee is responsible for providing necessary notifications to callers as required by law and company policy when transferring to other departments.

4. Reporting Structure and Training

• Employee will report directly to [Supervisor Title], [Supervisor Name].
• Employee is required to complete initial and ongoing training on:
• Company policies and procedures.
• Call center systems, including [Specific Platform/CRM Tool Name].
• Kentucky-specific customer privacy regulations.
• Employee will participate in periodic performance reviews, calibration sessions, and quality improvement meetings.

5. Work Location

• Option A: Employee's primary work location is the Employer's call center located at [Call Center Address] in Kentucky.
• Option B: Employee will work remotely from a home office located at [Employee Address].
• Employer will provide the following equipment: [List of Equipment, e.g., Headset, Computer].
• Employee is responsible for maintaining a secure workspace and a reliable high-speed internet connection.
• Technology Stipend: [Dollar Amount] per [Time Period] will be provided to the employee.

6. Work Hours and Schedule

• Employee's standard work hours are [Number] hours per week.
• Employee's shift schedule is [Shift Schedule Description, e.g., Monday-Friday, 9:00 AM - 5:00 PM].
• Employee is expected to be punctual and maintain consistent attendance.
• Employee is entitled to Kentucky-mandated meal and rest breaks, including a reasonable period for lunch.
• Procedures for requesting schedule changes: [Schedule Change Request Process].
• Workforce Management protocols for shift-swapping or overtime: [Shift-Swapping/Overtime Protocols].

7. Compensation

• Employee's hourly wage is [Dollar Amount].
• Pay Schedule: Employee will be paid [Pay Schedule, e.g., Bi-weekly].
• Overtime will be calculated and paid in accordance with federal and Kentucky law (time-and-a-half for hours worked over 40 in a workweek).
• Eligibility and criteria for bonuses/incentives: [Bonus/Incentive Details, e.g., Based on achieving QA targets, Sales volume].
• Shift differentials: [Shift Differential Details, e.g., $1.00/hour for night shifts].
• Payroll deductions: Standard deductions for taxes, insurance, and other legally required deductions.

8. Benefits

• Employee is eligible for the following benefits, subject to Employer's benefit plans:
• Health insurance.
• Dental insurance.
• Vision insurance.
• Paid vacation: [Number] days per year.
• Statutory holidays: [List of Holidays].
• Paid sick leave or PTO: [Sick Leave/PTO Policy Description].
• Retirement plan (401k or equivalent): [401k/Retirement Plan Details].
• Tuition reimbursement or job-related certification support: [Tuition/Certification Support Details].
• Employee Assistance Program (EAP) access.
• Call center fitness/wellness programs: [Wellness Program Details].

9. Confidentiality

• Employee agrees to maintain the confidentiality of all confidential information, including personally identifiable information (PII), payment data, and sensitive customer data, in compliance with Kentucky and federal laws.
• Employee will handle confidential information according to Employer's policies and procedures, including secure document disposal.
• Employee must notify Employer immediately of any suspected or actual breach of confidentiality.
• Compliance with TCPA, HIPAA (if applicable), and any other relevant Kentucky-specific privacy regulations is mandatory.

10. Intellectual Property

• All scripts, training materials, performance optimization techniques, client/customer lists, and other intellectual property developed by Employee during employment shall be the sole property of Employer.
• Employee is prohibited from disseminating any proprietary procedures or information without Employer's prior written consent.

11. Conduct Standards

• Employee is expected to maintain punctual, professional, and courteous customer interactions.
• Dress code standards (if working on-site): [Dress Code Description].
• Prohibition on personal use of work systems: [Personal Use Policy Description].
• Guidelines for reporting workplace incidents or customer complaints: [Reporting Procedure].

12. Anti-Harassment and Anti-Discrimination

• Employer is committed to providing a workplace free from harassment and discrimination in compliance with Kentucky and federal law.
• This policy covers all protected classes.
• Procedures for filing complaints and steps for investigation and resolution: [Complaint Procedure].

13. Workplace Violence and Bullying

• Employer prohibits workplace violence, verbal abuse, and bullying.
• Reporting procedures for incidents of violence or bullying: [Reporting Procedure].

14. At-Will Employment

Employee's employment is at-will, meaning that either Employer or Employee may terminate the employment relationship at any time, with or without cause or notice, except as otherwise required by law.

15. Termination

• Resignation: Employee must provide [Number] weeks written notice of resignation.
• Employer-initiated separation: Employer may terminate Employee's employment for performance, conduct, or attendance issues.
• Immediate dismissal for gross misconduct: Employer may terminate Employee's employment immediately for gross misconduct.
• Final Pay: Upon termination, Employee will receive all wages due by the next regular pay date or within 14 days, as required by KRS § 337.055.
• Return of Employer-owned equipment: Employee must return all Employer-owned equipment upon termination.

16. Kentucky OSHA Compliance

• Employer complies with Kentucky OSHA rules regarding ergonomic workspace standards, accommodations for disabilities, policies for breaks to reduce voice or screen fatigue, and mandatory participation in safety drills.
• Employee is responsible for promptly reporting work-related injuries in line with Kentucky workers’ compensation statutes.

17. Industry-Specific Regulatory Requirements

• Compliance with industry-specific regulatory requirements, including:
• Debt collection licensing (if applicable).
• PCI-DSS compliance (if handling payment data).
• Telemarketing registration with the Kentucky Attorney General's office (if applicable).

18. Dispute Resolution

• In the event of a dispute, the parties agree to first seek informal resolution, then mediation or arbitration prior to litigation.
• This Agreement shall be interpreted under the laws of the Commonwealth of Kentucky.
• Jurisdiction: [County Name] County, Kentucky.

19. Modification of Policies

• Employer reserves the right to modify call scripting, KPIs, scheduling, or technology platforms with appropriate notice.
• Material changes to compensation, benefits, or core duties require Employee acknowledgment.

20. Overtime and On-Call

• Voluntary and mandatory overtime policies: [Overtime Policy Description].
• On-call expectations (if relevant): [On-Call Policy Description].
• Emergency Closure Policies: [Details on compensation and expectations]

21. Compliance with Laws

• Employee must complete required Form I-9.
• Background check and/or drug testing policy (if applicable): [Background Check/Drug Testing Policy Description].

22. Non-Compete, Non-Solicitation, and Non-Disparagement

• Option A: Employee agrees to the following non-compete restrictions during and for [Number] months following termination of employment:
• Duration: [Number] months.
• Scope: [Description of Prohibited Activities].
• Geography: Limited to [List of Kentucky Counties or Radius].
• Employee agrees not to solicit Employer’s clients or employees for [Number] months following termination of employment.
• Employee agrees not to disparage Employer at any time.
• Option B: No non-compete, non-solicitation, or non-disparagement provisions apply to this Agreement.

23. Entire Agreement

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

24. Amendment

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

25. Severability

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

26. Waiver

No waiver of any provision of this Agreement shall be effective unless in writing and signed by the party against whom the waiver is sought to be enforced.

27. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the Commonwealth of Kentucky.

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

____________________________

[Employer Full Legal Name]

By: ____________________________

[Employer Representative Name]

Title: [Employer Representative Title]

Date: ____________________________

____________________________

[Employee Full Legal Name]

Date: ____________________________

Employee acknowledges receipt of a copy of this Agreement.