New Jersey call center representative employment contract template

New Jersey Call Center Representative Employment Agreement

This New Jersey Call Center Representative Employment Agreement (the “Agreement”) is made and effective as of [Effective Date] by and between [Employer Full Legal Name], a company organized under the laws of [State of Incorporation], with its principal place of business at [Employer Full Address] (“Employer”), and [Employee Full Legal Name], residing at [Employee Full Address] (“Employee”).

1. Position:

The Employee is hired as a full-time Call Center Representative.

Job Description: The Employee's responsibilities include, but are not limited to:

• Answering inbound and/or making outbound calls.
• Providing customer support and resolving complaints.
• Collecting information and updating customer records.
• Logging all calls accurately and completely.
• Following call scripts and protocols.
• Upselling or cross-selling products or services where relevant.
• Adhering to service metrics, including average handle time, first-call resolution, and customer satisfaction scores.
• Utilizing specified telephony systems, CRM software, and call recording technology.
• Complying with call quality standards, scripts, protocols, performance targets, and call monitoring policies as outlined by the Employer.
• Maintaining required language proficiency, typing speed, and communication skills.

2. Work Location:

The primary work location is the Employer’s designated New Jersey-based call center located at [Call Center Address].

Options for Remote/Hybrid Work:

• Option A: Remote work is not permitted.
• Option B: Remote work is permitted according to the Employer’s Remote Work Policy, which includes security and privacy protocols such as secure remote access and restrictions on recording calls on personal devices.
• Option C: Hybrid work arrangement (combination of on-site and remote work) as determined by the Employer.

The Employee agrees to comply with all security and privacy protocols, including data protection in compliance with New Jersey and federal privacy laws.

3. Work Schedule:

The Employee is a full-time employee.

Schedule Options:

• Option A: The regular work schedule is [Start Time] to [End Time], [Number] days per week, Monday through Friday.
• Option B: The regular work schedule will be assigned and may include rotating shifts, weekends, and holidays.

The Employee must accurately track and log all work time per New Jersey’s Wage and Hour Law (NJWHL).

Break Policy: While New Jersey law does not mandate meal breaks for adult employees, the Employee is entitled to breaks as per company policy, employer rules, and federal guidelines.

4. Compensation:

Compensation Options:

• Option A: The Employee’s base hourly wage is [Hourly Wage].
• Option B: The Employee’s base annual salary is [Annual Salary], paid [Pay Frequency: e.g., bi-weekly].

Overtime will be compensated at a rate of one and one-half (1.5) times the Employee's regular rate for all hours worked over 40 in a workweek, in accordance with federal (FLSA) and NJWHL requirements. All overtime must be documented and pre-approved by [Manager Title].

Additional Compensation:

• Option A: The Employee is eligible for shift differentials for night/weekend work, as follows: [Details of Shift Differential].
• Option B: The Employee is eligible for commission or incentives based on call metrics or sales, as detailed in the Employer’s Commission Plan.
• Option C: The Employee may be eligible for bonuses or recognition programs for meeting or exceeding KPIs, as determined by the Employer.

5. Benefits:

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

• Health insurance (medical, dental, vision)
• Commuter benefits relevant to NJ Transit (if applicable)
• Disability insurance in compliance with New Jersey Temporary Disability Benefits Law
• Paid time off (PTO)
• Vacation time
• Sick leave, including New Jersey Earned Sick Leave Law (minimum 1 hour of sick leave per 30 hours worked).
• State/federal holidays (with specific protocol for call centers operating on those dates).

Eligibility, accrual, carryover, and payout rules for all types of leave are detailed in the Employer’s Benefits Policy.

The Employee is protected from retaliation for using statutory leaves under New Jersey law.

6. Performance Evaluation:

The Employee’s performance will be evaluated [Frequency of Evaluation: e.g., quarterly, annually] based on metrics including call monitoring procedures (recordings, live listening), coaching/feedback processes.

Failure to meet minimum performance standards may result in a performance improvement plan or termination of employment.

7. Company Policies:

The Employee must adhere to all company policies, including those related to dress code, professional conduct, customer interaction standards, and use of company property (headset, computers, phones).

The Employee must comply with all IT and security policies, including restrictions on the use of personal phones or devices for company calls and secure handling of customer information in compliance with data privacy/information security standards such as PCI-DSS (if applicable).

8. Confidentiality:

The Employee acknowledges that during their employment, they will have access to confidential information, including customer data, PII, financial details, account information, and proprietary scripts.

The Employee agrees to maintain the confidentiality of this information and comply with all applicable New Jersey laws and federal standards, including GLBA, HIPAA, TCPA, etc. (as relevant).

9. Electronic Monitoring:

The Employer may monitor calls and workstation activity, and the Employee acknowledges and consents to such monitoring in accordance with New Jersey law (NJ Assembly Bill No. 3950 effective 2022).

10. Moonlighting:

Options for Moonlighting:

• Option A: The Employee is prohibited from engaging in any secondary employment that could present a conflict of interest.
• Option B: The Employee must obtain written permission from the Employer before engaging in any secondary employment, particularly in the call center or customer service industry.

11. Intellectual Property:

The Employer owns all intellectual property rights to any scripts, call methodologies, or process improvements developed by the Employee during their employment.

12. At-Will Employment:

The Employee's employment is at-will, meaning either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to the provisions below.

Termination Provisions:

• Option A: Either party may terminate this agreement with [Number] days written notice.
• Option B: No notice is required for termination.

Upon termination, the Employee will receive their final paycheck on the next regular payday, as required by New Jersey law.

The Employer may terminate the Employee’s employment immediately for gross misconduct, fraud, or violation of call center protocols.

Upon termination, the Employee must return all company property and access will be terminated.

13. Anti-Harassment and Anti-Discrimination:

The Employer is committed to providing a workplace free from harassment and discrimination.

The Employer complies with the New Jersey Law Against Discrimination (LAD), which prohibits discrimination based on race, creed, color, national origin, ancestry, age, sex, gender identity, affectional or sexual orientation, marital status, domestic partnership status, disability, and other protected classes.

The Employee is required to report any instances of harassment, discrimination, or unsafe workplace conditions per N.J.S.A. 34:6B-1 et seq. and OSHA standards for call centers.

The Employer’s procedures for reporting and investigating such incidents are outlined in the Employee Handbook.

14. Licensing, Background Checks, and Training:

If the call center handles regulated activities (e.g., financial, insurance, healthcare), the Employee must comply with all state and industry-specific licensing, background check, and training requirements.

15. Recording Consent:

The Employee acknowledges that New Jersey is a one-party consent state for call recording and consents to the recording of their calls.

16. Disability Accommodation:

The Employer will provide reasonable accommodations to employees with disabilities as required by the New Jersey Law Against Discrimination and the federal ADA.

17. Required Training:

The Employee will be required to complete initial and recurring training, certification, and compliance modules related to customer service, security awareness, and privacy law.

18. Employment Verification:

The Employee must provide lawful employment verification (I-9) and may be subject to background checks and drug testing (if applicable). The Employer participates in E-Verify.

19. Non-Compete, Non-Solicitation, and Non-Disclosure:

Options for Post-Employment Restrictions:

• Option A: Employee agrees not to solicit employees or customers of Employer for a period of [Number] months after termination of employment.
• Option B: Employee agrees to keep confidential all confidential information of the Employer after termination of employment.
• Option C: No post-employment restrictions apply.

20. Dispute Resolution:

Any disputes arising out of or relating to this Agreement will be resolved through [Preferred Method: e.g., negotiation, mediation, arbitration, and/or New Jersey courts]. New Jersey law governs this Agreement.

21. Workers’ Compensation:

The Employee is covered by workers’ compensation insurance in accordance with New Jersey law.

22. Whistleblower Protection:

The Employee is protected by the New Jersey Conscientious Employee Protection Act (“Whistleblower” protections).

23. Public Health Requirements:

The Employee must comply with all COVID-19 or other public health requirements as set by the New Jersey Department of Health.

24. Employer's Right to Revise:

The Employer reserves the right to revise call scripts, technology, policies, performance standards, or schedules upon notice.

25. Modification:

All provisions of this Agreement are subject to modification in accordance with New Jersey law, industry evolution, or company needs.

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

____________________________
[Employer Representative Name]

[Employer Representative Title]

[Employer Full Legal Name]

____________________________
[Employee Full Legal Name]