Nebraska call center representative employment contract template

Nebraska Call Center Representative Employment Contract

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

1. Position:

Option A: The Employee is hired as a Call Center Representative.

Option B: The Employee is hired as a Senior Call Center Representative.

The Employee's duties include but are not limited to:

• Answering inbound and outbound calls.
• Customer account management.
• Issue resolution.
• Information verification.
• Script adherence.
• Data entry.
• Customer follow-up.
• Escalation procedures.
• Compliance with call scripts and quality assurance policies.
• Accurate documentation in CRM systems.
• Achieving specified call and resolution metrics.
• Participation in training.
• Maintaining confidentiality of customer data.
• Upholding call etiquette and professionalism.

2. Work Location:

Option A: The Employee's primary work location is the Employer’s call center located at [Call Center Address], Nebraska.

Option B: The Employee will work remotely from a home office within Nebraska. Employee affirms their home office creates a Nebraska state tax nexus. The Employee must maintain a secure workspace and adhere to all data security protocols.

Employer is not responsible for the employee’s home office expenses unless otherwise stipulated.

3. Employment Type and Work Hours:

Option A: Full-time. Regular work hours are [Number] hours per week. Overtime eligibility: [Exempt/Non-Exempt].

Option B: Shift work may be required, including weekend and holiday rotations.

The Employer will provide schedules in advance. Break times will be consistent with federal FLSA requirements.

Required break times: [Duration] for lunch and [Duration] for rest. Scheduling and attendance policies are detailed in the employee handbook.

4. Compensation:

Option A: The Employee's hourly base pay is [Dollar Amount] per hour, complying with the Nebraska minimum wage.

Option B: Overtime will be calculated at time and a half for all hours worked over 40 in a workweek, as required by the FLSA and Nebraska law.

Pay frequency is [Monthly/Bi-Weekly/Other]. Method of wage payment is [Direct Deposit/Check].

Eligibility for bonuses/commissions: [Yes/No]. Details are outlined in the bonus/commission plan document. Performance-based incentives may apply, including script adherence bonuses and error-free call incentives.

5. Benefits:

The Employee is eligible for the following benefits, subject to the terms and conditions of the applicable benefit plans:

• Health insurance: [Yes/No]
• Dental insurance: [Yes/No]
• Vision insurance: [Yes/No]
• Nebraska-specific short-term disability: [Yes/No]
• Paid time off: [Number] days per year.
• Paid sick leave: [Number] days per year.
• Paid holidays: [List of Holidays]
• Family and medical leave: In accordance with FMLA and any applicable Nebraska laws.
• 401(k) or other retirement plan: [Yes/No]. Eligibility requirements apply.
• Tuition reimbursement: [Yes/No]. Restrictions apply.
• Employee Assistance Program (EAP): [Yes/No]
• Wellness programs: [Yes/No]
• Call center-specific mental health/support resources: [Yes/No]

6. Onboarding and Training:

The Employee will participate in required training programs covering:

• Communication protocols.
• Nebraska or industry-specific privacy regulations (including the Nebraska Consumer Data Privacy Act, where applicable).
• Mandatory quality assurance training.
• Data security training.
• Annual re-certification.
• Script changes.
• Compliance refreshers.
• Sales technique updates (if applicable).

7. Reporting Lines and Performance Reviews:

The Employee will report to [Direct Supervisor Name].

Escalation manager: [Escalation Manager Name].

Performance reviews will be conducted [Frequency - e.g., quarterly, annually] and will assess call quality and productivity.

Quality monitoring will comply with Nebraska's one-party consent law for call recording.

8. Work Tools and Technology:

The Employer will provide:

• Headset.
• Computer.
• Softphone software.
• CRM access.

The Employer is responsible for maintaining the provided equipment. Permitted/prohibited personal device use is outlined in the employee handbook. Security measures for remote/on-site work are detailed in the IT policy.

9. Confidentiality and Data Privacy:

The Employee shall maintain strict confidentiality and adhere to all data privacy obligations, referencing Nebraska-specific privacy laws (such as the Nebraska Financial Data Protection and Consumer Notification of Data Security Breach Act). The Employee must safeguard customer and company data, report data breaches immediately, and refrain from disseminating sensitive information.

10. Intellectual Property:

All intellectual property and work product, including call scripts, training materials, customer lists, and process documentation, created during the course of employment shall be the sole property of the Employer.

11. Employee Conduct:

The Employee must adhere to the following standards:

• Prohibition of abusive or offensive language.
• Adherence to the dress code.
• Adherence to call duration and hold protocols.
• No unsanctioned social media posting or disclosure of customer or company interactions.
• Compliance with anti-harassment, anti-retaliation, and equal opportunity employment policies, consistent with Nebraska and federal law (including affirmation of protected categories under NE statutes such as race, color, religion, sex, disability, age, marital status, and national origin).

12. Work-From-Home Policies (If Applicable):

Option A: (If work from home applies) The Employee must maintain a dedicated workspace that complies with regulatory requirements. The employee is responsible for data security when handling third-party information from home.

Option B: (If work from home applies) Phone/internet reimbursement policy (if any): [Details of Reimbursement].

13. At-Will Employment:

This is an at-will employment relationship. Either party may terminate the employment relationship at any time, with or without cause.

Notice expectations: [Number] days. Final paycheck will be issued in accordance with Nebraska law. The Employee must return all company property and equipment upon termination, and system access will be disabled. Last day worked policy regarding PTO payout is [Details of PTO Payout].

14. Progressive Discipline and Termination:

The Employer may implement a progressive discipline policy, outlined in the employee handbook. Terminations may be for cause, without cause, or due to redundancy. Unemployment eligibility will be determined in accordance with Nebraska law.

15. Dispute Resolution:

Any disputes will be resolved through the following process:

• Chain of internal grievance.
• Option for mediation/arbitration.
• Choice of law and jurisdiction: Nebraska.

16. Notice Requirements:

Changes to policies or job duties will be communicated to the Employee via [Method of Communication] with a minimum of [Number] days' notice, in compliance with the Nebraska Wage Payment and Collection Act.

17. Work-Related Injury and Workers' Compensation:

The Employee is covered by workers' compensation insurance under Nebraska law. Accident reporting procedures are outlined in the employee handbook.

18. Language Proficiency:

Option A: Language proficiency requirements: [Specify Languages].

Option B: Bilingual pay premium (if any): [Dollar Amount].

Option C: Mandatory script usage is required.

19. Non-Compete:

The Employer acknowledges that Nebraska disfavors broad non-competes. Any non-compete provision shall be narrowly construed to protect only customer lists and confidential information and shall not unreasonably restrict the Employee's ability to work elsewhere.

20. Non-Solicitation and Non-Disclosure:

Non-solicitation and non-disclosure covenants are limited in accordance with Nebraska law. [Details of covenants].

21. COVID-19 Protocols:

The Employee must adhere to COVID-19 or other infectious disease protocols as applicable to Nebraska public health advisories and call center industry requirements.

22. Call Monitoring and Recording:

The Employee acknowledges that call monitoring and recording will occur in compliance with Nebraska's one-party consent law.

23. Acknowledgement:

The Employee acknowledges receipt of the employee handbook, code of conduct, and anti-discrimination policy and receipt of this contract.

24. Governing Law:

All provisions are subject to revision to comply with current and future Nebraska and federal statutes. In cases of ambiguity, the most beneficial legally required provision applies.

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

[Employer Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

[Employee Legal Name]

Signature: ____________________________

Date: ____________________________