New Hampshire call center representative employment contract template

New Hampshire Call Center Representative Employment Contract

This New Hampshire Call Center Representative Employment Contract (the "Agreement") is made and entered into as of [Effective Date] 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").

Position

Option A: Call Center Representative

The Employee is hired as a Call Center Representative and will report to [Supervisor Name], [Supervisor Title].

Option B: Job Duties:

• Handling inbound and outbound calls.
• Managing customer inquiries and resolving complaints.
• Processing orders and account updates.
• Utilizing call center software: [List Software Systems Used].
• Following call scripts and ensuring compliance with security and confidentiality protocols.
• Achieving performance metrics: Average call handling time, customer satisfaction scores, adherence to schedule.
• Participating in training sessions, quality assurance reviews, and team meetings.
• Documenting all client interactions per company policy.

Option C: Required Skills

• Language Proficiency: [Specify Languages and Proficiency Level]
• Customer Service Skills: [List Required Skills]
• Technical or Product Knowledge: [Specify Required Knowledge]

Work Location and Remote Work Policy

Option A: Primary Work Location: The Employee’s primary work location will be the Employer’s call center at [Call Center Address], New Hampshire.

Option B: Hybrid/Remote Work Policy:

• Onsite Attendance: [Specify Expectations for Onsite Attendance].
• Home Office Standards: Minimum internet speed of [Internet Speed], a private workspace, and noise control.
• Equipment: Employer will provide [List of Employer-Provided Equipment].
• Security Obligations: Employee must protect PII and sensitive data according to New Hampshire privacy laws.

Employment Status and Hours

Option A: Full-Time Employment.

Standard Hours: [Number] hours per week.

Option B: Shift Pattern: [Specify Shift Pattern].

Option C: Breaks and Meal Periods: The Employee is entitled to breaks and meal periods in compliance with RSA 275 and New Hampshire Department of Labor guidelines. Rest breaks every [Number] hours are required for shifts over five hours.

Overtime Compensation

Option A: Overtime will be compensated in accordance with the Fair Labor Standards Act and New Hampshire wage and hour law.

Option B: Overtime Pay Rate: 1.5 times the Employee’s regular hourly rate.

Option C: Overtime Approval: All overtime must be pre-approved by [Supervisor Name or Title].

Option D: No off-the-clock work is permitted.

Wages and Payment

Option A: Hourly Rate: The Employee will be paid at an hourly rate of [Hourly Rate].

Option B: Salary: The Employee will be paid a salary of [Salary Amount] per year.

Option C: Pay Cycle: Biweekly, paid via direct deposit.

Option D: Commission/Incentive Pay: The Employee may be eligible for commission/incentive pay as described in [Refer to Separate Commission Plan Document].

Option E: Performance Bonuses: The employee may be eligible for performance bonuses tied to [Specify Performance Metrics].

Benefits

Option A: Health Insurance: Eligibility and terms as per the Employer’s health insurance plan.

Option B: Other Benefits: Dental, vision, life insurance, short- and long-term disability, voluntary benefits, paid time off, and retirement plan options (401(k) eligibility).

Option C: Paid Time Off (PTO):

• Vacation Accrual Schedule: [Specify Accrual Schedule].
• Paid Company Holidays: [List Paid Holidays].
• Sick Leave: [Specify Accrual Schedule and Usage Policy]

Option D: Call Center Wellness: Employee Assistance Programs (EAPs), stress management, and burnout prevention resources.

Training and Career Development

Option A: Mandatory onboarding and periodic skills refreshers.

Option B: Call monitoring and feedback processes.

Option C: Reimbursement for relevant certifications or licensing: [Specify Conditions for Reimbursement].

Confidentiality and Data Security

Option A: The Employee shall maintain strict confidentiality regarding Employer’s confidential information, including customer data.

Option B: Compliance with federal and state laws, including the Telephone Consumer Protection Act (TCPA), HIPAA (if applicable), and New Hampshire statutes governing data protection and customer privacy.

Option C: Employee Obligations: Proper handling, transmitting, and storing of data; consequences for data breaches or unauthorized disclosures.

Call Monitoring and Recording

Option A: Employee acknowledges that calls may be monitored and recorded for quality assurance and training purposes. All parties will be informed if the call is being recorded, consistent with New Hampshire RSA 570-A.

Option B: Workplace monitoring policies: [Refer to Separate Workplace Monitoring Policy Document].

Behavioral and Professional Standards

Option A: Punctuality, attendance, adherence to work schedules, professional communication, and compliance with Employer’s anti-fraud, anti-harassment, and anti-discrimination policies.

Option B: Procedures for handling inappropriate customer conduct and escalation protocols.

Performance Expectations

Option A: Sales quotas or required performance targets: [Specify Targets].

Option B: Criteria for disciplinary action and support for improvement.

Dress Code

Option A: Dress Code: [Specify Dress Code].

Option B: Remote Work Environment: [Specify Expectations].

Commission/Incentive Program (If Applicable)

Option A: Eligibility, calculation method, payment timing, and dispute resolution process: [Refer to Separate Commission Plan Document].

Union Membership (If Applicable)

Option A: The Employee's employment is subject to the terms and conditions of the collective bargaining agreement between the Employer and [Union Name].

At-Will Employment

Option A: The employment relationship is “at-will” under New Hampshire law and may be terminated by either party at any time, with or without cause or notice, subject to the terms below.

Option B: Notice Period: [Specify Notice Period, if any].

Option C: Final Pay: Per RSA 275:44, final pay will be issued within 72 hours of termination.

Option D: Accrued PTO payout: [Specify Policy on Accrued PTO Payout Upon Separation].

Termination

Option A: Grounds for termination: Voluntary resignation, for cause, layoff.

Option B: Return of Employer Property: The Employee shall return all Employer property upon termination.

Option C: Restrictions on using proprietary call scripts, customer lists, or confidential program information post-employment.

Option D: Distinction between customer and general contact data per NH trade secrets law.

Unemployment Benefits

Option A: The Employee is eligible for unemployment benefits under New Hampshire law upon involuntary separation, subject to eligibility requirements.

Non-Disparagement

Option A: The Employee agrees not to disparage the Employer.

Option B: Social Media Policy: [Refer to Separate Social Media Policy Document].

Post-Employment Restrictive Covenants

Option A: Any post-employment restrictive covenants must comply with New Hampshire RSA 275:70.

Option B: Non-Compete: [Specify Non-Compete Clause, if any - Must Comply with NH Law].

Option C: Non-Solicitation: [Specify Non-Solicitation Clause, if any - Must Comply with NH Law].

Option D: Confidentiality: [Specify Confidentiality Obligations].

Disciplinary Process and Grievance Procedures

Option A: Employees can report concerns about workplace conditions or wage disputes as covered by NH Whistleblower Protection Act (RSA 275-E).

Option B: Internal and external dispute resolution procedures.

Option C: Venue and choice of law: New Hampshire.

Equal Employment Opportunity

Option A: The Employer is an equal opportunity employer and complies with all federal and state laws prohibiting discrimination. Compliance with Title VII, ADA, and NH RSA 354-A.

Option B: Mandatory reporting procedures and training requirements.

Workers' Compensation

Option A: The Employee is covered by workers’ compensation insurance.

Option B: Occupational health and safety standards: Policies on ergonomics, headset use, and voice/ear safety.

Option C: Process for reporting workplace injuries.

Wage Law Compliance

Option A: Compliance with New Hampshire minimum wage law (RSA 279).

Option B: Tip Credit: [Specify Tip Credit Policy, if any].

Option C: Wage deduction authorization and limits.

Acknowledgment and Acceptance

By signing below, the Employee acknowledges that they have read, understood, and received a copy of this Agreement.

____________________________
[Employee Signature]

____________________________
[Employee Printed Name]

Date: [Date]

____________________________
[Employer Signature]

____________________________
[Employer Printed Name and Title]

Date: [Date]