Missouri call center representative employment contract template

Missouri Call Center Representative Employment Contract

This Missouri Call Center Representative Employment Contract (the "Agreement") is made and effective as of [Date], by and between [Employer Legal Name], a [Employer Entity Type, e.g., Missouri Limited Liability Company] with its principal place of business at [Employer Business Address], Missouri ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position and Job Duties

• The Employer hereby employs the Employee as a Call Center Representative.
• Option A: The Employee will perform the following duties:
  • Handling inbound and outbound calls in accordance with established protocols and scripts.
  • Providing excellent customer service and resolving customer inquiries and complaints.
  • Documenting all customer interactions in the Employer's CRM system.
  • Meeting or exceeding established performance metrics, including call volume, average handle time, and customer satisfaction scores.
  • Complying with all applicable telemarketing regulations and company policies, including adherence to the Missouri No-Call List.
• Option B: The Employee's specific duties and responsibilities may be modified by the Employer from time to time.

2. Handling of Sensitive Data

• The Employee will handle sensitive customer data in accordance with all applicable federal and Missouri privacy laws, including but not limited to the Gramm-Leach-Bliley Act (GLBA) and the Missouri Data Breach Notification Law.
• Option A: The Employee is prohibited from disclosing any customer information to unauthorized parties.
• Option B: The Employee shall adhere to strict data security protocols, including using secure passwords and avoiding phishing scams.
• Call Recording Policy: The Employee acknowledges that calls may be monitored and recorded for quality assurance and training purposes, in accordance with Missouri's one-party consent law.

3. Reporting Structure & Work Environment

• The Employee will report directly to the [Direct Supervisor Title].
• The Employee will be required to follow the Employer’s escalation procedures for challenging customer interactions.
• The Employer will ensure the provision of any necessary equipment, including headset, computer, and secure VPN if working remotely.
• Option A: Worksite Location: [Worksite Address], Missouri. The Employee will work on-site.
• Option B: Worksite Location: Remote. The Employee will work remotely from their home office. Employee is responsible for maintaining a professional work environment free of excessive background noise.

4. Employment Status & Work Schedule

• Employment is full-time.
• Option A: The standard work week is [Number] hours per week.
• Option B: The Employee's work schedule will be [Schedule Description, e.g., Monday-Friday, 9:00 AM - 5:00 PM].
• Overtime: The Employee may be required to work overtime as needed. Overtime will be paid at one and one-half times the regular rate for hours worked over 40 in a workweek, as required by Missouri law.

5. Compensation

• Option A: The Employee will be paid an hourly rate of [Dollar Amount] per hour.
• Option B: The Employee will be paid an annual salary of [Dollar Amount], payable [Payment Frequency, e.g., bi-weekly].
• The Employee will be paid via [Payment Method, e.g., direct deposit].
• The Employee may be eligible for [Bonus/Commission/Incentive Description] based on performance.

6. Benefits

• The Employee is eligible for the following benefits, subject to the terms and conditions of the Employer's benefit plans:
  • Medical, dental, and vision insurance.
  • Short-term disability insurance.
  • Life insurance.
  • 401(k) or other retirement plan.
  • Paid time off (vacation, personal, and sick days).
  • Missouri state and federal holidays.
  • Paid training programs.
  • Employee Assistance Program.
  • Option A: Tuition Reimbursement program.
  • Option B: Transportation or parking allowance.

7. Attendance and Conduct

• The Employee is expected to maintain regular attendance and punctuality.
• The Employee must notify their supervisor of any absences in accordance with company policy.
• The Employer reserves the right to discipline employees for attendance violations, in accordance with a progressive discipline policy.

8. Confidentiality

• The Employee agrees to hold all confidential company, client, and customer information in strict confidence.
• The Employee is prohibited from recording or distributing calls or data without authorization, in accordance with federal and Missouri wiretap laws.

9. Call Monitoring and Quality Assurance

• The Employee acknowledges that their calls may be monitored and recorded for quality assurance and training purposes, consistent with Missouri law.

10. Anti-Harassment and Non-Discrimination

• The Employer is committed to providing a workplace free of harassment and discrimination. The employer is an equal opportunity employer and does not discriminate based on race, color, religion, national origin, ancestry, sex, disability, or age, as protected by the Missouri Human Rights Act.
• The Employee should report any incidents of harassment or discrimination to [Designated Contact Person/Department].

11. Behavioral Standards

• The Employee is expected to maintain professional communication and behavior at all times.
• The Employee is expected to adhere to the Employer's dress code and use company systems, internet, and phones for business purposes only.

12. Outside Employment

• Option A: The Employee may not engage in any outside employment that creates a conflict of interest with the Employer.
• Option B: Employee may engage in other employment opportunities outside of regular working hours, providing there is no conflict of interest.

13. Intellectual Property

• All scripts, training materials, call-handling techniques, and customer interaction tools developed by the Employee during their employment are the property of the Employer.

14. Non-Solicitation

• Option A: For a period of [Number] months following termination of employment, the Employee shall not solicit any of the Employer's customers, clients, or employees.
• Option B: Non-solicitation clause is not applicable.

15. Non-Compete

• Option A: For a period of [Number] months following termination of employment, and within a radius of [Number] miles of Employer's principal place of business, the employee may not work for any business that directly competes with the Employer, provided that such restraint is deemed reasonable and enforceable under Missouri law.
• Option B: Non-compete clause is not applicable.

16. Termination

• Employment is at-will, meaning that either the Employer or the Employee may terminate the employment relationship at any time, with or without cause.
• Option A: The terminating party must provide [Number] days' written notice.
• Option B: No notice required.
• Immediate dismissal may occur for gross misconduct or violation of customer privacy.
• Final wages will be paid on the next regular payday, as required by Missouri law.
• Upon termination, the Employee must return all company equipment.

17. Dispute Resolution

• Any disputes arising out of or relating to this Agreement shall be resolved through good faith negotiation, mediation, and if necessary, arbitration.
• This Agreement shall be governed by and construed in accordance with the laws of the State of Missouri. The venue for any disputes shall be [City, County], Missouri.

18. Compliance

• The Employer complies with all applicable Missouri and federal wage and hour laws and OSHA workplace safety standards.
• The Employer provides workers' compensation coverage, as required by Missouri law.

19. Training

• The Employee will be required to complete training related to [Specific Training Areas, e.g., Missouri data protection, PCI-DSS, HIPAA].

20. Optional Provisions

• Option A: The employee may be eligible for a part-time option after [Number] months of service.
• Option B: The Employee may request a flexible work schedule.

21. Entire Agreement

• This Agreement constitutes the entire agreement between the parties and supersedes all prior or contemporaneous communications and proposals, whether oral or written.

22. Severability

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

23. Modification

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

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

____________________________
[Employer Representative Name]

____________________________
[Employer Representative Title]

____________________________
[Employee Name]