Michigan call center representative employment contract template

Michigan Call Center Representative Employment Contract

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

Employer Phone: [Employer Phone Number]

Employer Email: [Employer Email Address]

Employee Phone: [Employee Phone Number]

Employee Email: [Employee Email Address]

1. Position

Call Center Representative (Full-time)

2. Job Description

Option A: Handling inbound and outbound customer calls.

Option B: Following company-specific call scripts and escalation protocols.

Option C: Accurate call documentation in CRM systems.

Option D: Meeting performance metrics (e.g., average handling time, first call resolution, customer satisfaction scores).

Option E: Compliance with applicable legal and regulatory standards (such as Michigan’s version of the Telephone Consumer Protection Act).

Option F: Adherence to quality assurance monitoring.

Option G: Data entry and verification.

Option H: Cross-functional communication.

Option I: Participation in regular training and upskilling.

Option J: Compliance with customer privacy and data security protocols, especially considering Michigan's consumer privacy laws.

Option K: Reporting to [Supervisor Title].

3. Work Location

Option A: [Employer Address], a Michigan call center site.

Option B: Hybrid work arrangement as per company policy. Specific remote work requirements include:

Secure internet access.

Use of company-approved equipment.

Protection of confidential information at home. Employer will [provide/reimburse] necessary hardware/software.

4. Employment Type and Work Hours

Full-time. Standard Michigan workweek (typically 40 hours).

Option A: Fixed shift schedule: [Days and Times].

Option B: Rotating shift schedule.

Option C: Mandatory overtime as needed.

Option D: Overtime pay will be in accordance with Michigan minimum wage and overtime laws.

Meal/rest break policies: [Paid/Unpaid], as required by Michigan law.

5. Compensation

Option A: Hourly wage: [Dollar Amount] per hour.

Option B: Annual salary: [Dollar Amount] per year.

Payment cycle: [Weekly/Bi-weekly/Monthly].

Bonus/Commission: [Description and Criteria tied to Michigan-compliant performance metrics].

Overtime pay: In line with Michigan’s wage and hour statutes.

Shift differential: [Description for nights/weekends or high-demand periods].

Wage deductions: Only with written consent where required.

6. Benefits

Option A: Health insurance: Employer contribution of [Percentage or Dollar Amount].

Option B: Dental and vision insurance.

Option C: Paid time off (vacation, sick leave, personal days): [Number of Days/Hours].

Option D: Holiday pay: [List of Michigan-recognized or company-specific holidays].

Option E: Paid/unpaid leaves (such as jury duty, bereavement, FMLA, and Michigan’s Paid Medical Leave Act for eligible employers).

Option F: Retirement plan options (401(k) or otherwise): [Details].

Option G: Short-term and long-term disability.

Option H: Employee assistance program.

Option I: Tuition reimbursement: [Details].

Option J: Transportation or parking assistance: [Details].

Option K: Wellness benefits: [On-site stress management, ergonomic equipment provisions, etc.].

7. Training

Mandatory training: Workplace violence prevention, ergonomic safety, and emergency evacuation.

Adherence to OSHA standards as adopted by MIOSHA. Reporting of workplace injuries is required.

8. Workplace Technology

Call recording: [Yes/No]. Employee notification and consent as required by Michigan law.

Monitoring of electronic communications and computer use: [Details].

9. Confidentiality

Obligations: Customer data, call recordings, payment information, and proprietary company procedures.

Data breach notification: Comply with Michigan’s data breach notification rules.

Retention and disposal: Consistent with industry-specific regulators if applicable.

10. Intellectual Property

Ownership: Customer interaction scripts, knowledgebase updates, training materials, and process improvements developed during employment are assigned to Employer.

11. Conflict of Interest

Disclosure: Required of outside employment in competitive call centers or related industries within Michigan.

12. Workplace Conduct

Anti-harassment, non-discrimination, and equal opportunity: Covering all categories protected by Michigan law (race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, veteran status).

Professional communication, dress, and behavior.

13. Union Membership

Option A: Not applicable.

Option B: [Details regarding union membership, collective bargaining rights, or recognition of call center worker unions]. Compliance with Michigan labor relations law.

14. Employment At-Will and Performance

Employment is at-will.

Probationary period: [Number] days/months.

Progressive discipline policy: [Details].

Performance review process: Customized for metrics-driven call center performance.

15. Termination

Voluntary resignation: [Notice Period].

Termination for cause: [Reasons].

Reduction-in-force: [Policy].

Severance: [Policy], as required under Michigan law.

Final pay: Timeline as per Michigan statutory requirements.

Payout of accrued unused PTO: If consistent with company policy and Michigan statutory requirements.

Return of company-provided equipment, badges, and confidential materials.

16. Non-Solicitation, Non-Disclosure, and Non-Compete

In accordance with Michigan law. Non-competes must be reasonable in scope, duration, and geography. [Details]

17. Dispute Resolution

Internal grievance procedures, then mediation or arbitration. Michigan state law governs. Jurisdiction: County of Employer’s principal office.

18. Compliance with Michigan Law

Compliance with Michigan’s Wage and Fringe Benefit Act, Whistleblower Protection Act, Elliott-Larsen Civil Rights Act, Persons with Disabilities Civil Rights Act, and other relevant workplace statutes.

Employee acknowledges receipt and understanding of the employee handbook and compliance codes.

19. Entire Agreement

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 of this Agreement.

APPENDICES:

Detailed Job Description

Incentive Plan Matrix

Employee Handbook Acknowledgment

Required Regulatory Disclosures

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

____________________________

[Employer Representative Name], [Employer Title]

____________________________

[Employee Name]

Date: [Date]