North Carolina call center representative employment contract template

North Carolina Call Center Representative Employment Contract

This North Carolina Call Center Representative Employment Contract (the “Agreement”) is made and entered into as of this [Date], by and between [Employer Full Legal Name], with its principal place of business at [Employer Address] (“Employer”), and [Employee Full Legal Name], residing at [Employee Address] (“Employee”).

• Purpose: To define the terms and conditions of employment for the Employee as a full-time Call Center Representative with the Employer in North Carolina.
• Employment: Employer hereby employs Employee, and Employee hereby accepts employment with Employer, as a Call Center Representative, subject to the terms and conditions hereinafter set forth.
• Job Responsibilities:
  • Option A: Inbound/Outbound Calls: Receiving inbound calls and/or making outbound calls to customers/clients.
  • Option B: Customer Service: Providing exceptional customer service and resolving customer inquiries.
  • Option C: Issue Resolution: Investigating and resolving customer complaints and issues.
  • Option D: Technical/Product Support: Providing technical or product support to customers.
  • Option E: Information Verification: Verifying customer information and updating records.
  • Option F: Escalation Procedures: Escalating complex issues to appropriate personnel.
  • Option G: Complaint Handling: Handling customer complaints and resolving disputes.
  • Option H: Call Documentation: Documenting all calls and interactions accurately and completely.
  • Option I: Data Entry: Entering customer data and information into systems.
  • Option J: Script Adherence: Adhering to established call scripts and guidelines.
  • Option K: Performance Targets: Maintaining performance targets (e.g., average handle time, quality scores, first-call resolution).
  • Option L: CRM and Telephony Systems: Using CRM and telephony systems effectively.
  • Option M: Compliance: Complying with company policies regarding customer interactions.
  • Option N: Quality Monitoring: Following call quality monitoring processes.
• Required Skills and Qualifications:
  • Option A: Skills:
    • Communication: Excellent verbal and written communication skills.
    • Conflict Resolution: Strong conflict resolution skills.
    • Call Center Software: Familiarity with call center software.
    • Data Privacy: Understanding of data privacy principles.
  • Option B: Technology Platforms: Proficiency with [List Technology Platforms].
  • Option C: Education/Experience: [Specify Education/Experience Requirements, if any].
• Work Location:
  • Option A: On-Site: The primary work location is [Employer Address] in North Carolina.
  • Option B: Hybrid: A hybrid work arrangement with some on-site and remote work. On-site days will be [Specify Days].
  • Option C: Remote: The primary work location is a remote work environment from [Employee Address].
    • Remote Work Requirements: Employee agrees to provide a suitable home office environment, including:
    • Headset: Employer will provide/reimburse for a suitable headset.
    • Computer: Employer will provide a company-issued computer.
    • VPN Access: Secure VPN access will be provided.
    • Data Security: Employee must maintain the confidentiality and security of customer data per company and North Carolina data protection protocols.
• Employment Type and Work Schedule:
  • Full-time employment.
  • Total weekly hours: [Number] hours per week.
  • Shift Pattern: [Specify Shift Pattern].
  • Option A: Flexible Scheduling: Expectations for flexible scheduling may be required.
  • Option B: Split Shifts: Possible split shifts may be assigned.
  • Overtime: Overtime assignment priority will be given according to [Specify Criteria].
  • Required Attendance: Required attendance during [Specify Timeframes].
  • Meal and Rest Breaks: Meal and rest breaks will be provided in accordance with North Carolina wage and hour laws and the FLSA.
• Compensation:
  • Option A: Hourly Wage: Employee will be paid an hourly wage of [Dollar Amount] per hour.
  • Option B: Salary: Employee will be paid a salary of [Dollar Amount] per year.
  • Payment Frequency: Wages will be paid [Weekly/Bi-Weekly/Semi-Monthly].
  • Overtime: Overtime compensation will be paid at 1.5x the regular rate for hours worked over 40 in a workweek, as required by the FLSA and North Carolina law.
  • Bonus/Commission: [Specify Bonus/Commission Structure, if any].
  • Payment Method: Wages will be paid via [Direct Deposit/Check/Payroll Card].
  • Wage Statements: Itemized wage statements will be provided with each payment, as required by North Carolina regulations.
• Employee Benefits:
  • Health Insurance: [Specify Health Insurance Details, Eligibility, and Waiting Period].
  • Dental Insurance: [Specify Dental Insurance Details, Eligibility, and Waiting Period].
  • Vision Insurance: [Specify Vision Insurance Details, Eligibility, and Waiting Period].
  • Short-Term Disability: [Specify Short-Term Disability Details, Eligibility, and Waiting Period].
  • Long-Term Disability: [Specify Long-Term Disability Details, Eligibility, and Waiting Period].
  • Group Life Insurance: [Specify Group Life Insurance Details, Eligibility, and Waiting Period].
  • 401(k) Plan: [Specify 401(k) Plan Details, Eligibility, and Waiting Period].
  • Paid Time Off (PTO): [Specify PTO Accrual and Usage Details].
  • Holidays: [List Company and North Carolina Recognized Holidays].
  • Sick Leave: [Specify Sick Leave Policy, noting North Carolina's lack of mandated paid sick leave].

Workers’ Compensation and Unemployment Insurance: Employer will provide workers' compensation coverage and unemployment insurance as required by North Carolina law.

Employment At-Will: This is an at-will employment relationship, meaning either party may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Confidentiality and Data Privacy:

• Employee agrees to maintain the confidentiality of all confidential information, including customer data, financial information, and trade secrets, in accordance with the North Carolina Identity Theft Protection Act (NCITPA), federal TCPA and HIPAA (if applicable).
• Employee shall not disclose personal, financial, or health-related data accessed through Employer/customer systems.
• Employee shall not use or store customer data outside of company systems.

Ownership of Work Product: All work output, call recordings, call data, customer records, and databases compiled during employment are the property of the Employer. Employee agrees not to use company call lists or scripts for personal gain.

Monitoring of Communications:

• Employee acknowledges that calls and electronic communications may be monitored and recorded for quality assurance and training purposes, in accordance with North Carolina’s one-party consent law.
• [Specify any state-specific notice requirements for electronic surveillance/monitoring].

Conduct and Performance Standards:

• Adherence to Scripts: Employee will adhere to established call scripts and guidelines.
• Call Etiquette: Employee will maintain professional and courteous call etiquette.
• Ethical Handling: Employee will handle sensitive customer information ethically and responsibly.
• Compliance with Standards: Employee will comply with call volume and quality standards.
• Punctuality: Employee will be punctual and maintain regular attendance.
• Participation in Training: Employee will participate in required training, quality assurance programs, and compliance workshops.

Discipline: Employer may administer discipline, up to and including termination, for violation of company policies or failure to meet performance standards.

Termination:

• Voluntary Resignation: Employee must provide [Number] days’ written notice of resignation.
• Employer-Initiated Termination: Employer may terminate employment for cause or without cause, subject to applicable law.
• Layoff: Employer may layoff employees due to business needs.
• Job Abandonment: Failure to report to work for [Number] consecutive days without notice may be considered job abandonment.
• Final Wage Payment: Final wage payment will be made as required by North Carolina law.
• Return of Property: Employee shall return all company property upon termination.

Compliance with Laws:

• FLSA: Employer will comply with the Fair Labor Standards Act (FLSA) regarding wage and overtime requirements.
• ADA: Employer will comply with the Americans with Disabilities Act (ADA) and provide reasonable accommodations.
• Title VII and NC Equal Employment Practices Act: Employer prohibits discrimination and harassment based on race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation and gender identity (if applicable).
• NC Wage and Hour Act: Employer will comply with the North Carolina Wage and Hour Act regarding notice, recordkeeping, and payday frequency.

Anti-Discrimination and Harassment: The Employer is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind based on race, color, religion, sex, pregnancy, national origin, age, disability, genetic information, veteran status, sexual orientation and gender identity (if applicable), or any other protected characteristic under federal, state, or local law.

Restrictive Covenants:

• [Specify any narrow, job-related post-employment restrictions for customer solicitation or confidentiality, avoiding broad geographic or time limitations that would not survive scrutiny under North Carolina law].
• Consideration: [Provide required consideration for any such restrictions (e.g., bonus, promotion, or specialized training)].

Dispute Resolution:

• Internal Complaint Procedures: The Employer encourages employees to first utilize internal complaint procedures.
• Mediation/Arbitration: Any disputes arising out of or relating to this Agreement shall be resolved through [mediation/arbitration] in accordance with North Carolina law.
• [Specify venue and applicable law].

Call Center Industry Compliance:

• EEO and Harassment Training: Employee will participate in mandatory EEO and harassment training.
• Health & Safety: Employee will comply with health and safety obligations, including ergonomic workspace guidelines.
• Workspace Safety (Remote Workers): Employee will maintain a safe workspace at home, in compliance with OSHA and NC Department of Labor guidance.

Record Retention and Data Breach: Employer policies govern record retention and data breach response protocols.

Amendment: Employer reserves the right to amend job descriptions or policies for regulatory, technological, or business needs, with notice to Employee.

Training Acknowledgment: Employee acknowledges participation in [Specify Training/Certification Program].

Policy Handbook: Employee acknowledges receipt of the policy handbook and specific crisis response, workplace safety, and data protection protocols.

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

[Employer Full Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

[Employee Full Legal Name]

Signature: ____________________________

Date: ____________________________