Rhode Island call center representative employment contract template

Rhode Island Full-Time Call Center Representative Employment Agreement

This Rhode Island Full-Time Call Center Representative Employment Agreement (the "Agreement") is made and effective as of [Date] by and between:

• [Employer Legal Name], a [State of Incorporation] corporation with its principal place of business at [Employer Address], and Rhode Island entity registration number [Registration Number, if applicable] ("Employer"), and
• [Employee Full Name], residing at [Employee Address] ("Employee").

1. Position and Job Description

• The Employer hereby employs the Employee as a Full-Time Call Center Representative.
• The Employee agrees to perform the following duties, primarily within the State of Rhode Island:
  • Handling inbound and outbound customer calls in a professional and efficient manner.
  • Adhering to established quality assurance metrics and performance standards.
  • Utilizing call center software and customer databases to accurately record and manage customer interactions.
  • Following established scripts and guidelines while exercising customer service judgment to resolve customer inquiries and issues.
  • Managing confidential customer data in compliance with Rhode Island’s data privacy statutes and company policies.
  • Adhering to call recording procedures in accordance with Rhode Island’s one-party consent law.
  • Participating in product and service training programs to maintain current knowledge.
  • Meeting or exceeding established productivity standards for call volume, call handling time, and other relevant metrics.
  • Accurately documenting all customer interactions and resolutions in the designated systems.
  • Escalating complex or difficult customer cases to appropriate supervisors or departments.
  • Complying with company procedures related to call monitoring and feedback.
  • Adhering to workplace telecommunication policies and guidelines.

2. Work Location and Remote Work Policy

• The Employee's primary work location shall be:
  • Option A: [Employer's Rhode Island Office Address]
  • Option B: Remote Work (See Remote Work Policy below)
• Remote Work Policy (if applicable):
  • The Employee is authorized to work remotely within the State of Rhode Island, subject to the following conditions:
    • The Employee must maintain a secure internet connection and comply with all company policies regarding data security.
    • The Employee must use company-provided hardware and software for all work-related activities.
    • The Employee must maintain a dedicated home office space that is free from distractions and meets company standards for safety and ergonomics.
    • The Employer will comply with all applicable Rhode Island wage and hour laws regarding remote work, including overtime compensation and break requirements.

3. Employment Status, Hours, and Overtime

• The Employee's employment status is full-time.
• The Employee's regularly scheduled work hours will be [Number] hours per week, typically between [Start Time] and [End Time], [Days of the Week].
• The Employee is expected to maintain satisfactory attendance and punctuality in accordance with company policy.
• Overtime:
  • Option A: The Employee is eligible for overtime compensation at a rate of one and one-half (1.5) times their regular hourly rate for all hours worked over forty (40) in a workweek, as required by Rhode Island law.
  • Option B: The Employee is not eligible for overtime compensation due to their exempt status under applicable wage and hour laws. (Requires valid FLSA exemption).
• The Employer complies with Rhode Island’s minimum wage laws.
• Meal and Rest Breaks: The Employee is entitled to meal and rest breaks as required by Rhode Island law. Specifically, the Employee is entitled to a [Number] minute unpaid meal break after [Number] consecutive hours of work, and a paid [Number] minute rest period for every [Number] consecutive hours of work.
• Timekeeping: The Employee is required to accurately record all work hours using the company’s designated timekeeping system, which is:
  • Option A: An electronic time clock system.
  • Option B: A manual time reporting process.

4. Compensation

• The Employer shall pay the Employee a regular:
  • Option A: Hourly wage of [Dollar Amount] per hour.
  • Option B: Salary of [Dollar Amount] per year.
• Payment will be made:
  • Option A: Bi-weekly
  • Option B: Semi-monthly
• Payment will be made via:
  • Option A: Direct deposit
  • Option B: Check
• Payment will be made within 9 days of the end of the pay period, as required by Rhode Island law.
• Overtime Compensation: As specified in Section 3.
• Shift Differential:
  • Option A: The Employee will receive a shift differential of [Dollar Amount] per hour for hours worked during [Specific Hours/Days].
  • Option B: No shift differential applies to this position.
• Incentive Programs: The Employee may be eligible to participate in the following incentive programs, based on achievement of specific call center benchmarks: [Description of Incentive Programs, e.g., Call Volume Bonus, Customer Satisfaction Bonus]. These programs are subject to change at the Employer's discretion, and are in compliance with Rhode Island law on commissions and bonuses.

5. Benefits

• Health, Dental, and Vision Insurance: The Employee is eligible to participate in the Employer's health, dental, and vision insurance plans, subject to the terms and conditions of those plans, and in compliance with the Rhode Island Health Insurance Mandate where applicable. Eligibility begins [Date or Condition].
• Paid Time Off (PTO): The Employee will accrue paid time off (PTO) at a rate of [Number] hours per pay period, equivalent to [Number] days per year. Accrual is subject to the Employer's PTO policy.
• Sick Leave: The Employee will accrue sick leave in accordance with Rhode Island’s Healthy and Safe Families and Workplaces Act. The Employee accrues one hour of sick leave for every 35 hours worked, up to a maximum of [Number] hours per year. Unused sick leave [Can/Cannot] be carried over to the following year, up to a maximum of [Number] hours.
• Vacation Leave: The Employee will accrue vacation leave at a rate of [Number] hours per pay period, equivalent to [Number] days per year. Accrual is subject to the Employer's vacation leave policy.
• Rhode Island Paid Family Leave (Temporary Caregiver Insurance): The Employee is eligible for Rhode Island Paid Family Leave (Temporary Caregiver Insurance) benefits as provided by state law. Information regarding eligibility and application procedures will be provided to the Employee.
• Holiday Pay: The Employee will be paid for the following holidays: [List of Rhode Island-Recognized Holidays].
• Leave of Absence: The Employee may be eligible for leaves of absence under the Family and Medical Leave Act (FMLA) and Rhode Island Parental and Family Leave Act (RIPFLA), subject to eligibility requirements and Employer policy.
• Other Benefits: The Employee may be eligible for the following employer-provided benefits: [List Other Benefits, e.g., 401(k), Educational Assistance, Wellness Programs].
• Call Center-Specific Supports: The Employee is eligible to participate in call center specific supports such as: [List Supports e.g., mental health benefits, stress management training, reimbursement for relevant coursework.]

6. Customer Data Protection and Confidentiality

• The Employee is expected to protect customer data and maintain the confidentiality of all customer records in accordance with Rhode Island's Identity Theft Protection Act and company policies.
• The Employee shall not disclose any confidential information, including but not limited to call logs, scripts, customer lists, and proprietary training materials, to any third party.
• The Employee shall use employer-provided equipment only for authorized business purposes and shall not engage in any unauthorized recording or dissemination of customer interactions.
• Acknowledgment of Rhode Island’s one-party call recording legal requirements: The Employee acknowledges that Rhode Island law permits the recording of telephone conversations with the consent of only one party to the conversation, and agrees to comply with the Employer’s policies regarding call monitoring and recording.

7. Reporting Structure and Performance Evaluation

• The Employee will report to [Supervisor Title and Name].
• The Employee will receive coaching and performance evaluations on a regular basis, including quality assurance monitoring, customer feedback, and peer reviews.
• The Employee is expected to attend team briefings and skill-upgrading sessions as required.

8. Standards for Conduct

• The Employee shall adhere to the following standards for conduct:
  • Follow established call greeting and closure protocols.
  • Maintain a courteous and professional demeanor in all customer interactions.
  • Escalate customer issues appropriately and in a timely manner.
  • Notify the supervisor of any unscheduled absence and adhere to the company's attendance policy.
  • Adhere to the Employer’s anti-abuse and anti-harassment policies.
  • The Employee acknowledges receipt of and agrees to comply with the Employer’s written Equal Employment Opportunity, non-discrimination, and anti-harassment policies, which prohibit discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, disability, genetic information, veteran status, or any other protected category under Rhode Island law.

9. Emergency and Disaster Scenarios

• In the event of an emergency or disaster (e.g., inclement weather, systems failure), the Employee shall follow the Employer’s established procedures and guidelines, in accordance with Rhode Island Occupational Safety & Health Administration (OSHA) standards for both onsite and remote workers.

10. Performance Management and Discipline

• The Employer may implement a performance management plan to address performance deficiencies or policy violations. The plan may include coaching, feedback cycles, documentation of corrective action plans, and progressive discipline.
• The Employee has the right to report any disputes or grievances through the Employer's internal complaint system and may also seek assistance from the Rhode Island Department of Labor & Training.

11. Termination

• The Employee may voluntarily resign from their employment by providing the Employer with [Number] days written notice.
• The Employer may terminate the Employee's employment at any time, with or without cause, subject to applicable Rhode Island law.
• Upon termination, the Employee's final paycheck will be issued in accordance with Rhode Island law, which generally requires payment on the next regular payday or within 24 hours for involuntary separation, depending on circumstances.
• Eligibility for severance pay, if any, will be determined in accordance with the Employer’s severance policy.
• The Employee shall return all company property, including headsets, terminals, and confidential manuals, upon termination.

12. Post-Employment Activities

• Non-Compete: As Rhode Island law generally prohibits non-compete agreements for hourly call center employees, no such agreement is included.
• Non-Solicitation/Non-Disparagement: The Employee agrees not to solicit the Employer's employees or customers, or to disparage the Employer, for a period of [Number] months following termination of employment.

13. Compliance with Laws and Regulations

• The Employee shall comply with all applicable federal (e.g., TCPA, FDCPA, Telemarketing Sales Rule, HIPAA) and Rhode Island industry regulations (e.g., Division of Public Utilities and Carriers rules).
• The Employee shall maintain all active licenses or certifications required by the Employer in regulated call center industries.

14. Dispute Resolution

• This Agreement shall be governed by and construed in accordance with the laws of the State of Rhode Island.
• Any legal action or proceeding arising out of or relating to this Agreement shall be brought exclusively in the courts located in Providence County, Rhode Island.
• The parties agree to engage in good-faith negotiation and mediation prior to initiating any litigation or arbitration.

15. Wage Theft Prevention and Labor Poster Acknowledgment

• The Employee acknowledges receipt of information regarding wage theft prevention and labor poster requirements, as required by the Rhode Island Department of Labor & Training.

16. Employee Signature

• The Employee acknowledges receipt of and agrees to comply with all mandatory nondisclosure agreements, code of conduct policies, and the employee handbook.
• The Employee has read, understood, and agrees to be bound by the terms and conditions of this Agreement.

____________________________
[Employee Signature]

[Date]

____________________________
[Employer Representative Signature]

[Date]

[Employer Representative Title]