Maryland call center representative employment contract template

Maryland Call Center Representative Employment Contract

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

• Full Contact Information

  • Employer Contact: [Contact Person Name], [Contact Title], [Contact Phone], [Contact Email]

  • Employee Contact: [Employee Phone], [Employee Email]

• Position

  • Call Center Representative

• Job Duties

  • Option A: Handling inbound and outbound calls

  • Option B: Providing excellent customer service

  • Option C: Accurate data entry

  • Option D: Comprehensive call documentation

  • Option E: Resolving customer complaints effectively

  • Option F: Adhering to call scripts and guidelines

  • Option G: Achieving call center KPIs/metrics (e.g., AHT, CSAT, FCR)

  • Option H: Complying with quality assurance standards

  • Option I: Using call center software proficiently

  • Option J: Following escalation protocols appropriately

• Required Skills and Qualifications

  • Option A: Excellent communication skills (verbal and written)

  • Option B: Language proficiency: [Language(s) e.g., English/Spanish]

  • Option C: Minimum typing speed: [Words Per Minute] WPM

  • Option D: Professional call handling etiquette

  • Option E: Technical proficiency with headset and systems: [Specify Systems]

• Department and Reporting Structure

  • Department: [Department Name]

  • Reporting To: [Supervisor Name and Title]

  • Team Collaboration Expectations: [Specify expectations, e.g., Team meetings, shift handoffs]

• Work Location

  • Designated Maryland Call Center Site: [Office Address]

  • Option A: Remote Work Policy: [Specify remote work policy, equipment, cybersecurity, phone systems]

  • Option B: Hybrid Work Policy: [Specify hybrid work policy]

• Employment Type and Work Schedule

  • Full-Time

  • Weekly Hours: [Number] hours per week

  • Option A: Fixed Shift: [Shift Schedule]

  • Option B: Rotating Shift: [Shift Schedule]

  • Option C: Flexible Shift: [Specify Flexibility]

  • Break and Meal Periods: In accordance with Maryland Wage and Hour Law.

  • Overtime Eligibility: Eligible for overtime pay as required by Maryland law (time and a half after 40 hours per week).

• Scheduling Policies

  • Option A: Advance notice for shift changes: [Number] days

  • Option B: Standby/On-Call Duty: [Specify details]

  • Option C: Mandatory weekend/holiday coverage: [Specify details]

  • Adherence to Maryland predictive scheduling law (if applicable).

• Compensation

  • Option A: Hourly Wage: [Dollar Amount] per hour

  • Option B: Annual Salary: [Dollar Amount] per year

  • Payment Method and Frequency: [Specify, e.g., Bi-weekly direct deposit]

  • Overtime Pay: Paid at time and a half for all hours worked over 40 in a workweek, as required by Maryland law.

  • Option A: Shift Differentials: [Specify for evening/weekend work]

  • Option B: Performance Bonus: [Specify individual/team-based performance bonuses, metrics, and payment schedule]

  • Option C: Commission: [Specify commission structure]

  • Option D: Incentive programs: [Specify Incentive programs]

• Benefits

  • Health Insurance: Medical, Dental, Vision [Specify details, waiting periods, and employee contribution]

  • Paid Time Off: Vacation and Sick Leave, compliant with the Maryland Healthy Working Families Act. [Specify accrual rates]

  • Statutory Maryland Holidays: [List observed holidays]

  • Parental/Family/Medical Leave: Compliance with Maryland and federal laws.

  • Short and Long-Term Disability: [Specify coverage details]

  • Retirement Plans: [Specify details, e.g., 401k with match]

  • Option A: Commuter Benefits: [Specify]

  • Option B: Tuition Reimbursement: [Specify]

  • Option C: Employee Assistance Program (EAP): [Specify details]

• Background Checks

  • Required background checks, including Maryland-specific criminal record checks.

  • Compliance with Maryland "ban-the-box" restrictions.

• Data Protection and Confidentiality

  • Compliance with the Maryland Personal Information Protection Act.

  • Confidentiality of customer and company data.

  • Adherence to company privacy, security, and anti-fraud policies.

• Monitoring

  • Calls and workstation activity may be monitored for quality assurance and compliance.

  • Employee acknowledges and consents to call recording as required under Maryland law.

  • Notification about monitoring practices: [Specify details]

• Intellectual Property

  • Work product ownership limited to call center materials (e.g., scripts, service protocols).

  • Prohibition of use or disclosure of proprietary information or customer lists.

• Code of Conduct

  • Professional phone etiquette.

  • Courteous and non-discriminatory communication.

  • Proper handling of escalated or sensitive calls.

  • Compliance with company dress code and attendance rules.

• Anti-Harassment and Equal Employment Opportunity

  • Commitment to anti-harassment and equal employment opportunity in accordance with Maryland state law.

  • Protected characteristics: race, color, religion, sex, age, marital status, sexual orientation, gender identity, national origin, physical or mental disability, genetic information, veteran status, etc.

  • Compliance with Maryland statutes.

• Discipline and Grievance Procedures

  • Procedures for performance, attendance, misconduct, and customer complaint follow-up.

  • Maryland-compliant progressive discipline policies (if used).

• At-Will Employment

  • Employment is at-will, as per Maryland law.

  • Voluntary Resignation: [Number] days written notice required.

  • Company-Initiated Termination: [Specify procedures]

  • Layoff/Position Elimination: [Specify procedures]

  • Final Pay: Delivered as required by Maryland law, including payout of unused leave.

  • Return of Company Property: All company-owned equipment and data must be returned upon separation.

• Secondary Employment

  • Restrictions or allowances regarding secondary employment, considering call center industry conflicts of interest. [Specify details]

• Restrictive Covenants

  • Non-Solicitation: [Specify reasonable restrictions]

  • Confidentiality: [Specify reasonable restrictions]

  • Non-Compete: Subject to Maryland law; generally prohibited for employees earning less than \$19.88/hour (or the then-in-effect wage threshold). [Specify if applicable and compliant with current law]

• Whistleblower Protections

  • Whistleblower protections and non-retaliation language as per Maryland law.

• Dispute Resolution

  • Internal complaint procedures, mediation, and arbitration encouraged prior to litigation.

  • Governing Law: Maryland law governs this agreement.

  • Venue: [Specify Maryland venue]

  • Maryland-specific mediation/arbitration disclosures (if applicable).

• Occupational Safety and Health

  • Compliance with Maryland Occupational Safety and Health (MOSH) regulations.

  • Employer duty to provide a safe workspace.

  • Procedures for reporting workplace safety/ergonomic issues.

  • Compliance with Maryland's reporting requirements for workplace accidents/injuries.

• Employee Handbook

  • Acknowledgment of all relevant employee handbooks and supplementary call center procedures as binding policies.

• Contract Modifications

  • Modifications only by written mutual agreement.

• Severability

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

• Assignment

  • This agreement is not assignable by the Employee. The Employer may assign this agreement in compliance with Maryland law.

• Adaptability

  • All elements are adaptable to suit specific operational needs, technologies, or unique customer service requirements.

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

____________________________

[Employer Name]

By: ____________________________

[Authorized Representative Name]

Title: [Title]

____________________________

[Employee Name]