Montana call center representative employment contract template

Montana Call Center Representative Employment Contract

This Montana 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").

1. Position and Job Duties

* The Employer hires the Employee as a full-time Call Center Representative.

* Employee will perform the following duties:

* Handling inbound and outbound calls.

* Providing customer support and resolving inquiries.

* Following established call center scripts and procedures.

* Documenting all customer interactions accurately in the case management or CRM system.

* Adhering to call handling protocols and quality standards.

* Achieving specific call metrics and performance targets.

* Complying with escalation and de-escalation procedures.

* Protecting customer privacy and confidentiality at all times.

* Following company-specific communication standards and best practices.

* Reporting to designated supervisors as required.

* Performing other duties as assigned.

2. Work Site and Remote Work

* Option A: Work at Employer's Facility

* The Employee's primary work location will be at the Employer's facility located at [Employer Address] in Montana.

* Option B: Remote Work

* Employee will work remotely from a home office located in Montana.

* Employee is responsible for maintaining a secure and professional home office environment.

* Employee is responsible for protecting the confidentiality of all customer data in accordance with Montana data privacy laws.

* Employer will provide the necessary equipment, including a headset and a secure company computer.

* Employer will provide technical support as needed.

* Employee acknowledges that remote work performance and call quality will be monitored.

3. Employment Status and Work Schedule

* Option A: Full-Time with Fixed Hours

* The Employee's employment status is full-time.

* The Employee will work [Number] hours per week.

* The Employee's regular work schedule is [Start Time] to [End Time], [Days of the Week].

* Option B: Full-Time with Variable Hours

* The Employee's employment status is full-time.

* The Employee will work an average of [Number] hours per week.

* The Employee's work schedule may vary, including evenings, weekends, and holidays.

* Employee will receive advance notice of their work schedule.

* Overtime will be paid at a rate of one and one-half (1.5) times the Employee's regular hourly rate for all hours worked over forty (40) in a workweek, as required by Montana law.

* The Employee will receive a [Number] minute meal break and [Number] minute rest breaks during each shift, in accordance with call volume periods.

* The Employer will provide reasonable accommodations for nursing mothers and employees with disabilities, as required by Montana law.

4. Compensation

* Option A: Hourly Wage

* The Employee will be paid an hourly wage of [Dollar Amount], which is at or above the Montana minimum wage.

* Option B: Salary

* The Employee will be paid an annual salary of [Dollar Amount], payable in bi-weekly installments.

* Bonus/Incentive Programs

* The Employee may be eligible for bonus or incentive programs based on the achievement of specific call center KPIs, such as quality scores, average handle time, and customer satisfaction ratings, as outlined in [Bonus/Incentive Program Document].

* The Employee will be paid bi-weekly via [Direct Deposit/Check].

* The Employee will receive an itemized pay stub with each payment, as required by Montana law.

5. Benefits

* The Employee is eligible for the following benefits, subject to the Employer's benefit plan documents:

* Health Insurance: Employer contributes [Percentage]% towards health insurance premiums. Eligibility begins after [Number] days of employment.

* Dental Insurance: Employer contributes [Percentage]% towards dental insurance premiums. Eligibility begins after [Number] days of employment.

* Vision Insurance: Employer contributes [Percentage]% towards vision insurance premiums. Eligibility begins after [Number] days of employment.

* 401(k) or IRA Retirement Plan: Employee is eligible to participate in the Employer's 401(k) or IRA retirement plan after [Number] months of employment.

* Paid Leave: Employee accrues vacation and sick leave according to the Employer's policy.

* Vacation leave accrues at a rate of [Number] days per year.

* Sick leave accrues at a rate of [Number] days per year.

* Employee is entitled to unpaid family and medical leave in accordance with Montana and federal law.

* The employee has access to a wellness program and/or EAP (Employee Assistance Program).

* Job-specific training and/or certifications (customer service, conflict resolution, etc.) reimbursement is available up to [Dollar Amount], contingent on meeting requirements outlined in the Employee Handbook.

6. Workplace Safety

* The Employer is committed to providing a safe workplace in compliance with the Montana Occupational Safety and Health Act (MOSHA).

* Ergonomic arrangements and stress management resources will be provided to minimize the risks associated with call center work.

* The Employer maintains a workers' compensation program in accordance with Montana law.

7. Data Privacy

* The Employee will handle consumer information in compliance with all applicable federal laws (TCPA, FCRA, HIPAA if applicable) and Montana's personal privacy statutes.

* The Employee will adhere to strict call and information handling protocols.

* The Employee will maintain the confidentiality of all company processes, scripts, and customer data.

* The Employee acknowledges that calls may be monitored or recorded, subject to Montana's one-party consent rule.

* The Employee is strictly prohibited from disclosing any unauthorized information.

8. Company Equipment and Security

* The Employee is responsible for the proper use and security of all company equipment.

* The Employee acknowledges that their remote work environment and computer usage may be monitored.

* The Employee must report any IT or security breaches immediately.

* The Employee must protect their passwords and ensure safe systems access.

9. Behavioral and Professional Standards

* The Employee will maintain professional conduct and handle high-stress interactions with courtesy and respect.

* Unauthorized script deviation and abusive language are strictly prohibited.

* The Employee must maintain regular attendance and punctuality.

* [If in-office, insert dress code here; if remote, note expectations for professional appearance during video calls.]

* The use of personal devices during work hours is prohibited unless specifically authorized.

* If working remotely, the Employee must maintain a quiet and professional work environment.

10. Intellectual Property

* All materials created by the Employee during the course of their employment, including scripts, FAQs, and support guides, are the property of the Employer.

* The Employee agrees to properly use and protect the Employer's proprietary training and process materials.

11. Employment At-Will and Termination

* The Employee's employment is "at-will," meaning that either party may terminate the employment relationship at any time, with or without cause, subject to the provisions of Montana's Wrongful Discharge from Employment Act (WDEA).

* The first [Number, Not Exceeding Six] months of employment constitute a probationary period.

* After the probationary period, the Employee may only be terminated for "just cause," as defined under the WDEA.

* The Employer will provide written warnings and follow progressive discipline procedures, except in cases of gross misconduct.

* The Employer will provide the Employee with a written termination notice stating the reasons for termination.

* The employee must provide [Number] weeks' notice for resignation.

* Upon termination, the Employee will receive all earned wages promptly, in accordance with Montana law.

* Upon termination, the Employee must return all company equipment and materials.

* Automatic termination may occur for job abandonment or gross misconduct.

* Immediate discharge is possible for violations of call center policies, including intentional breach of customer privacy.

12. Dispute Resolution

* Any disputes arising out of or relating to this Agreement will be resolved through good-faith negotiation.

* If negotiation fails, the parties agree to attempt to resolve the dispute through mediation or arbitration in [City, Montana].

* This Agreement shall be governed by and construed in accordance with the laws of the State of Montana.

13. Anti-Discrimination and Equal Opportunity

* The Employer is an equal opportunity employer and prohibits discrimination based on race, color, religion, creed, political beliefs, sex, age, marital status, physical/mental disability, national origin, sexual orientation/gender identity, or any other characteristic protected by the Montana Human Rights Act.

* The Employer maintains procedures for internal reporting, investigation, and anti-retaliation.

14. Non-Compete and Confidentiality

* The Employer acknowledges that non-compete agreements are generally prohibited in Montana for call center representatives.

* The Employee agrees to maintain the confidentiality of the Employer's confidential information, including customer data, business processes, and trade secrets.

15. Union or Collective Bargaining

* Option A: No Union Representation

* The Employee is not represented by a union or collective bargaining agreement.

* Option B: Union Representation

* The Employee is represented by [Union Name], and this Agreement is subject to the terms of the collective bargaining agreement.

16. Entire Agreement

* This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements and understandings, whether written or oral, relating to the subject matter hereof.

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

[Employer Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

[Employee Name]

Employee Signature