Oregon call center representative employment contract template

Oregon Call Center Representative Employment Contract

This Oregon Call Center Representative Employment Contract (the “Agreement”) is made and entered into 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. Position: Call Center Representative

• Option A: The Employee is hired as a full-time Call Center Representative.
• Option B: The Employee is hired as a part-time Call Center Representative.
• Option C: This is a temporary employment position.

Essential Duties: The Employee will perform the following essential duties: answering inbound/outbound calls, handling customer inquiries, troubleshooting, following call scripts or guidelines, documenting customer information in CRM or call tracking systems, managing complaints or escalations, meeting specific call metrics (average handle time, first-call resolution, customer satisfaction scores), adhering to call quality and compliance standards, and participating in ongoing training and performance reviews.

2. Work Schedule:

• Option A: Full-time (typically 35-40 hours per week, as defined by Oregon law).
• Option B: Part-time (less than 35 hours per week).
• Specific Start/End Times: [Start Time] to [End Time]
• Shift Rotation: [Describe Shift Rotation Procedures]
• Weekend/Holiday Availability: [Describe Weekend/Holiday Availability]
• Remote/On-Site Work: [Describe Remote or On-Site Work Arrangement. If remote, specify equipment provisioning, monitoring, and employer expectations for workspace setup, internet connectivity, permissible use of company systems, and data privacy/security requirements].

3. Reporting Structure and Performance Monitoring:

• Option A: The Employee will report directly to [Direct Supervisor Name] (Direct Supervisor).
• Option B: The Employee will report directly to [Team Lead Name] (Team Lead).
• Option C: The Employee will report directly to [Floor Manager Name] (Floor Manager).

The Employee's performance will be monitored through [Describe Monitoring Methods (e.g., call recording, live monitoring, performance reports)], with regular coaching sessions and performance reviews.

4. Compensation:

• Option A: Wage Rate: [Hourly Rate] per hour.
• Pay Frequency: [Bi-weekly or Monthly].
• Overtime Pay: Paid at time-and-a-half for hours worked over 40 in a workweek, as required by Oregon law.
• Option B: Salary: [Annual Salary], paid [Bi-weekly or Monthly].
• Exempt/Non-Exempt Status: [Exempt or Non-Exempt. Confirm exemption meets both federal and Oregon requirements].
• Option C: The following incentives or bonuses will apply: [Describe Call-Related Incentives, Shift Premiums, Performance Bonuses, Commissions].

5. Break Entitlements:

• The Employee is entitled to paid 10-minute rest breaks every four hours of work.
• The Employee is entitled to an unpaid 30-minute meal period for shifts longer than six hours.
• Break Schedule: [Describe Break Schedule and Call Coverage Expectations].

6. Benefits:

• Health Insurance: [Describe Health Insurance Coverage, Eligibility, Waiting Period, Employee/Employer Premiums].
• Dental Insurance: [Describe Dental Insurance Coverage, Eligibility, Waiting Period, Employee/Employer Premiums].
• Vision Insurance: [Describe Vision Insurance Coverage, Eligibility, Waiting Period, Employee/Employer Premiums].
• Paid Vacation Leave: [Describe Vacation Leave Accrual and Usage Policies].
• Paid Sick Leave: [Describe Sick Leave Accrual and Usage Policies, including compliance with Oregon Paid Sick Time law].
• Paid Holidays: [List Paid Holidays].
• Retirement Plan: [Describe Retirement Plan (401(k) or OregonSaves)].
• Family/Medical Leave: Consistent with OFLA and OFMLA.
• Wellness Programs: [Describe On-Site or Remote Wellness Programs].

7. Workplace Conduct and Behavioral Expectations:

• Call Etiquette: [Describe Rules on Call Etiquette].
• Script Usage: [Describe Required Use of Scripts].
• Personal Devices: [Describe Restrictions on Cellphone and Personal Device Use].
• Attendance: [Describe Attendance, Tardiness, and Absence Reporting Procedures].
• Call Monitoring: [Describe Mandatory Participation in Call Monitoring/Recording].
• Anti-Harassment/Violence: [State Anti-Harassment and Workplace Violence Rules].
• Dress Code: [Describe Dress Code or Remote Appearance Requirements].

8. Privacy and Confidentiality:

• Consent to Monitoring/Recording: Employee consents to the monitoring and recording of calls, as permitted by Oregon law.
• Confidential Information: The Employee agrees to protect customer confidential information.
• Unauthorized Recording: The Employee is prohibited from unauthorized recording or sharing of customer or company data.
• Data Breach Procedures: [Describe Procedures for Suspected Data Breaches or Privacy Incidents].

9. At-Will Employment:

• The Employee's employment is at-will, as recognized in Oregon.
• Grounds for Termination: [Describe Grounds for Termination (e.g., voluntary resignation, cause/dismissal, layoffs, lack of performance, policy/attendance violations)].
• Notice Period: [Specify Required Notice Periods, if any, beyond Oregon minimums].
• Exit Procedures: [Describe Exit Procedures, including return of equipment and final pay consistent with Oregon law].
• Severance Policy: [Reference Any Applicable Severance Policies].

10. Training and Professional Development:

• Initial Orientation: [Describe Initial Orientation].
• Oregon Compliance: [Describe Oregon-Specific Call Compliance Training (e.g., consumer protection, Do Not Call laws)].
• Customer Service Skills: [Describe Customer Service Skills Refreshers].
• Anti-Bias/Discrimination: [Describe Anti-Bias/Anti-Discrimination Training].
• Health and Safety: [Describe Health and Safety Best Practices for Desk-Based Workers].

11. Dispute Resolution:

• Complaint Protocols: [Describe Initial Complaint Protocols].
• Escalation Paths: [Describe Escalation Paths within the Call Center Hierarchy].
• Mediation/Arbitration: [Describe Preferred Use of Mediation/Arbitration, if applicable].
• Governing Law and Venue: This Agreement shall be governed by the laws of the State of Oregon, with venue in [County Name] County, Oregon.

12. Occupational Health and Safety:

• Ergonomics: [Describe Ergonomic Workstation Provisions for In-Office and At-Home Call Agents].
• Oregon OSHA: [Reference Compliance with Oregon OSHA Requirements].
• Injury/Illness Reporting: [Describe Workplace Injury/Illness Reporting Procedures].
• Mental Health Accommodations: [Describe Mental Health Accommodations Specific to Call Center Stressors].

13. Anti-Discrimination and Equal Opportunity:

• Compliance: The Employer complies with all federal and Oregon anti-discrimination and equal opportunity employment laws.
• Protected Categories: Including race, gender, age, disability, sexual orientation, gender identity, marital status, veteran status, and any additional protections unique to Oregon.
• Anti-Retaliation: [Describe Anti-Retaliation Rights and Procedures for Reporting Violations].
• Diversity, Equity, and Inclusion: [Describe Employer’s Commitment to Diversity, Equity, and Inclusion within the Call Center Environment].

14. Non-Compete/Moonlighting:

• Non-Compete Restrictions: [State Non-Compete Restrictions or Prohibitions, Consistent with Oregon Law].
• Moonlighting: [Describe Limits on Moonlighting or Secondary Employment as Related to Conflicts of Interest or Scheduling].

15. Licensing/Consumer Protection:

• Licensing: [Reference Compliance with Any State or Local Licensing Requirements].
• Consumer Protection: [Reference Compliance with Consumer Protection Laws for Call Handling].
• Ethics/Social Media: [Reference Company-Specific Ethics and Social Media Policies].

16. Company Property and Equipment:

• Equipment Policies: [Describe Company Property and Equipment Policies].
• Use/Care Standards: [Describe Use/Care Standards for Equipment].
• Liability: [Describe Liability for Loss or Damage].
• Maintenance: [Describe Procedures for Regular Maintenance or Software Updates].

17. Consumer Data Handling:

• Compliance: [Describe Compliance with Consumer Data Regulations (e.g., PCI DSS, HIPAA)].
• Escalation: [Describe Internal Escalation for Compliance Breaches].
• Reporting: [Describe Mandatory Reporting of Suspected Violations].

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]

[Employee Signature]