North Dakota call center representative employment contract template

North Dakota Call Center Representative Employment Agreement

This North Dakota Call Center Representative Employment Agreement (the “Agreement”) is made and effective as of [Date], by and between [Employer Full Legal Name], located at [Employer Address] (“Employer”), and [Employee Full Legal Name], residing at [Employee Address] (“Employee”).

1. Employment

• Option A: Employer hereby employs Employee as a Full-Time Call Center Representative.
• Option B: Employer hereby employs Employee as a Part-Time Call Center Representative.

2. Job Responsibilities

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

• Handling inbound and outbound calls.
• Adhering to call scripts and quality assurance guidelines.
• Using customer relationship management (CRM) systems.
• Accurate recordkeeping of customer interactions.
• Escalating customer complaints as per protocol.
• Processing sensitive personal and financial information.
• Compliance with company-specific privacy and security policies.
• Compliance with data retention requirements.

3. Performance Metrics

• Option A: Employee's performance will be measured by the following metrics: average handle time, first-call resolution, call volume targets, and customer satisfaction scores.
• Option B: Employee’s key performance indicators (KPIs) will be: [Insert KPIs].

4. Training

• Option A: Employee is required to attend training sessions on communication skills, product/service updates, and compliance-related topics (e.g., TCPA, FDCPA).
• Option B: Attendance is mandatory for all training sessions, held on [Days of the Week] from [Time] to [Time].

5. Work Location

• Option A: Employee's primary work location is the Employer’s call center located at [Call Center Address], North Dakota.
• Option B: Employee is eligible for remote work, subject to the Employer's remote work policy and technical requirements. Technical and security requirements for remote connections include the use of a company VPN and secure workstation.

6. Employment Type & Schedule

• Option A: This is a full-time position. The standard work schedule is [Number] hours per week, with expected shifts from [Start Time] to [End Time], [Days of the Week].
• Option B: This is a part-time position. The work schedule will vary between [Minimum] and [Maximum] hours per week.

7. Breaks

• Option A: Employee is entitled to a [Number]-minute meal break and [Number]-minute rest breaks as per North Dakota Century Code.
• Option B: Specific break schedules will be determined by the Employer based on call volume and business needs.

8. Overtime

• Option A: Overtime will be compensated at a rate of one and one-half times the Employee's regular hourly rate for all hours worked over 40 in a workweek, in accordance with North Dakota labor law.
• Option B: Overtime requires prior written authorization from [Designated Manager].

9. Compensation

• Option A: Employee's base wage is [Dollar Amount] per hour, payable bi-weekly.
• Option B: Employee's annual salary is [Dollar Amount], payable bi-weekly.

10. Bonus/Incentives

• Option A: Employee is eligible for bonus or incentive compensation tied to call quality, customer satisfaction, attendance, or reliability. Details are outlined in the [Document Name].
• Option B: There are no bonus or incentive compensation provisions in place.

11. Deductions

• Option A: Deductions will include applicable federal and state payroll taxes, Social Security, Medicare, and any voluntary deductions authorized by the Employee.
• Option B: Employee authorizes the following voluntary deductions from their paycheck: [List of Deductions].

12. Benefits

• Option A: Employee is eligible for health, dental, and vision insurance. Employee contributions are [Dollar Amount] per pay period.
• Option B: Employee is eligible for a 401(k) plan, with employer matching contributions up to [Percentage]%.
• Option C: Employee is entitled to [Number] days of paid time off (PTO) per year and [Number] sick days.
• Option D: Employee is eligible for access to the Employee Assistance Program (EAP).

13. Intellectual Property

• Option A: All scripts, training materials, call recordings, customer lists, and procedural documentation are the sole property of the Employer.
• Option B: Employee agrees not to disclose or use any confidential information or intellectual property of the Employer during or after employment.

14. Confidentiality

• Option A: Employee shall maintain the confidentiality of customer data, call content, and company business information, as required by applicable North Dakota and federal privacy statutes.
• Option B: This confidentiality obligation survives the termination of this Agreement.

15. Behavioral Standards

• Option A: Employee shall adhere to call decorum, anti-harassment policies, and company policies on political activity and social media usage.
• Option B: Employee consents to the monitoring of work emails, tickets, and calls, in accordance with North Dakota's one-party consent requirement.

16. At-Will Employment

• Option A: 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. This is per North Dakota law.
• Option B: Employee agrees to provide [Number] days' written notice of resignation.

17. Termination

• Option A: Upon termination, Employee shall return all company property, including headsets, computers, and ID badges.
• Option B: Employer will provide final pay within the timeframe mandated by North Dakota law.

18. Dispute Resolution

• Option A: Any disputes arising under this Agreement shall be resolved through internal complaint escalation, mediation, and arbitration before litigation.
• Option B: North Dakota law and venue shall govern any disputes.

19. Workplace Safety & Health

• Option A: Employee has workplace safety and health protection rights as per North Dakota Workforce Safety & Insurance (WSI) requirements.
• Option B: Employee must report any occupational injury or illness immediately to [Designated Person].

20. Equal Opportunity & Anti-Retaliation

• Option A: Employer is an Equal Opportunity Employer, in compliance with North Dakota law.
• Option B: Employer prohibits retaliation against employees who report discrimination or harassment.

21. Call Recording & Monitoring

• Option A: Employee acknowledges that calls are monitored and recorded for quality assurance and training purposes.
• Option B: Employee understands the procedures in event of law enforcement requests or subpoenas for call recordings.

22. Regulatory Compliance

• Option A: Employee shall comply with all industry licensing, training, and continuing education requirements applicable to their role.
• Option B: Employee is responsible for adhering to all federal and state laws and regulations relevant to call center operations, including but not limited to TCPA, FDCPA, HIPAA, and GLBA where applicable.

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]

Date: [Date]