Oklahoma call center representative employment contract template

Oklahoma Call Center Representative Employment Contract

This Oklahoma Full-Time Call Center Representative Employment Contract (the “Agreement”) is made and entered into as of [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”).

1. Position

• The Employer hereby employs the Employee as a full-time Call Center Representative.
• The Employee accepts such employment and agrees to perform the duties and responsibilities assigned to them.

2. Duties and Responsibilities

• Option A: The Employee's duties shall include, but are not limited to:
  • Answering inbound and outbound calls.
  • Following call scripts.
  • Providing customer service.
  • Providing technical support.
  • Sales or account management (as applicable).
  • Logging call interactions in CRM systems.
  • Troubleshooting product/service issues.
  • Making escalations and referrals per company protocol.
  • Maintaining customer confidentiality.
  • Adhering to call quality metrics and performance standards.
  • Participation in training sessions and ongoing skills development.
  • Complying with call volume and quality targets.
  • Following all call monitoring and recording procedures in compliance with Oklahoma and federal law.
• Option B: (Alternative description of duties; specific to a certain sector/client profile).

3. Reporting Structure

• The Employee will report directly to [Manager Name], [Manager Title].
• Performance appraisals will be conducted [Frequency - e.g., quarterly, annually].

4. Work Location

• Option A: The primary work location is [On-site Oklahoma Call Center Address].
• Option B: Remote work is permitted, with the primary work location being the Employee’s residence at [Employee Address]. The Employee must maintain a suitable workspace and adhere to the Employer’s data security, telephony, and confidentiality policies. Equipment will be provided by the employer.
• Option C: A hybrid arrangement of both on-site and remote work is permitted. Schedule details [Days of week and times for on-site/remote work].

5. Employment Status and Work Hours

• The Employee's employment status is full-time.
• The Employee's regular work hours will be approximately 40 hours per week.
• Option A: The Employee's shift will be from [Start Time] to [End Time], [Days of Week].
• Option B: The Employee is expected to work during scheduled shift rotations which may include evenings, weekends, and holidays, with at least [Number] weeks' notice.
• Meal and rest breaks will be provided in accordance with the Oklahoma Minimum Wage Act. Specific break times [State Times/Duration].

6. Overtime Pay

• The Employee will be paid overtime at a rate of one and one-half (1.5) times their regular hourly rate for all hours worked in excess of 40 in a workweek, in accordance with the Fair Labor Standards Act (FLSA) and Oklahoma law.
• Overtime must be pre-approved by [Manager Name].

7. Compensation

• Option A: The Employee will be paid an hourly rate of [Hourly Rate].
• Option B: The Employee will be paid an annual salary of [Annual Salary], payable [Payment Frequency - e.g., bi-weekly, monthly].
• Payment will be made via [Direct Deposit or Paper Check].
• Option C: (Commission/Bonus structure). In addition to the hourly rate/salary, the employee is eligible for commission/bonuses based on [Performance metrics].

8. Benefits

• The Employee is eligible for the following benefits, subject to the Employer’s benefit plans and policies:
  • Health, dental, and vision coverage.
  • Life and disability insurance.
  • 401(k) or other retirement plan (if offered).
  • Paid Time Off (PTO).
  • Sick leave.
  • Family and Medical Leave (pursuant to federal and state law).
  • Jury duty leave.
  • Paid holidays.
  • [Other benefits - e.g., transportation reimbursement].

9. Workplace Safety

• The Employer is committed to providing a safe working environment in accordance with Oklahoma Occupational Health and Safety Standards.
• The Employee must report any workplace accidents or unsafe conditions to [Designated Contact].
• The Employee is covered by worker's compensation insurance as mandated by Oklahoma law.

10. Call Monitoring and Recording

• The Employee understands and agrees that all calls may be recorded or monitored for training and quality assurance purposes, in accordance with Oklahoma’s one-party consent wiretap law.
• By signing this agreement, the employee consents to such monitoring and recording.

11. Confidentiality and Data Protection

• The Employee agrees to maintain the confidentiality of all customer information, including but not limited to personal and financial data.
• The Employee shall comply with all applicable federal (e.g., HIPAA, GLBA, TCPA) and Oklahoma privacy laws.
• The Employee is prohibited from disclosing any proprietary information belonging to the employer, including call scripts and customer data.

12. Intellectual Property

• All call scripts, customer data entries, procedures, recordings, and any process improvements generated by the Employee during their employment shall be the property of the Employer.
• The Employee shall not use, copy, or share this information without the Employer’s written consent.

13. Behavioral Standards

• The Employee is expected to maintain a professional demeanor, adhere to the Employer’s dress code, and follow all call etiquette guidelines.
• The Employee is prohibited from using abusive or discriminatory language.
• The Employee agrees to participate in coaching and call calibration sessions.

14. Personal Device Use and Social Media

• Personal phone/device use during shifts is limited to [Specify limitations - e.g., break times only].
• The Employee shall not make any statements on social media that disparage the Employer or its clients.

15. Anti-Harassment and Equal Employment Opportunity

• The Employer is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex, national origin, age, disability, genetic information, or any other protected characteristic under applicable law.
• The Employer has a zero-tolerance policy for harassment and bullying. Employees are encouraged to report any such incidents to [Designated Contact].

16. At-Will Employment

• The Employee’s employment is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.
• Grounds for dismissal may include, but are not limited to, violation of data security, persistent tardiness, or failure to meet call metrics.

17. Resignation

• The Employee agrees to provide [Number] weeks' written notice of resignation.
• The Employee will participate in an exit interview.

18. Non-Compete, Non-Solicitation, and Non-Disparagement

• The Employee agrees not to compete with the Employer, solicit its employees or customers, or disparage the Employer, for a period of [Number] months following termination of employment, within a [Geographic Area] radius of the Employer’s principal place of business, to the extent permitted by Oklahoma law. This is specifically limited to roles similar to that held with employer [Role-Specific Clarification]
• These restrictions are considered reasonable and necessary to protect the Employer’s legitimate business interests.

19. Dispute Resolution

• Any disputes arising out of or relating to this Agreement shall be resolved through [Arbitration or Mediation] in Oklahoma County, Oklahoma.
• Oklahoma law shall govern this Agreement.

20. Training

• The Employee is required to complete all mandatory training programs, including call handling, customer privacy, anti-harassment, safety, compliance, and technology use.
• Failure to complete training or repeated errors may result in disciplinary action.

21. Reporting Unethical Behavior

• The Employee is encouraged to report any unethical behavior, suspected data breaches, or compliance violations to [Designated Contact or Anonymous Hotline].

22. Acknowledgement of Policies

• The Employee acknowledges that they have received and read the Employer’s employee handbook, code of conduct, data security policy, call monitoring policy, and confidentiality policy, and agree to abide by their terms.
• [Option for electronic or wet signature confirmation]

23. Modification

This Agreement may be modified or amended only by a written agreement signed by both parties.

24. Entire Agreement

This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral or written.

25. Severability

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

26. Contact Information

For any questions or concerns regarding this Agreement, please contact [HR Contact Name] at [HR Contact Email] or [HR Contact Phone Number].

27. Compliance with Law

All terms of this Agreement are subject to mandatory federal and Oklahoma state labor law compliance. This agreement will be amended as needed to reflect changes in applicable law.

28. Additional Provisions

• [Weather-related closure policy: Provide details].
• [Severe storm communication protocols: Provide details].
• [Expectations for continuing service or remote work during inclement weather: Provide details].

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

____________________________

[Employer Full Legal Name]

By: ____________________________

[Employer Representative Name]

[Employer Representative Title]

____________________________

[Employee Full Legal Name]

Date: ____________________________