Tennessee call center representative employment contract template

Tennessee Call Center Representative Employment Agreement

This Full-Time Tennessee Call Center Representative Employment Agreement ("Agreement") is made and entered into as of this [Date] day of [Month], [Year], by and between [Employer Legal Name], a [State] [Entity Type, e.g., Corporation], with its principal place of business at [Employer Address] ("Employer"), and [Employee Full Legal Name], residing at [Employee Address] ("Employee").

Employer Contact Information:

• [Contact Person Name]
• [Contact Person Title]
• [Phone Number]
• [Email Address]

Employee Contact Information:

• [Phone Number]
• [Email Address]

1. Position

The Employer hereby employs the Employee as a Call Center Representative.

• Option A: The Employee accepts such employment and agrees to faithfully and diligently perform the duties and responsibilities assigned to them by the Employer.
• Option B: Job Title: Call Center Representative; Reporting to: [Supervisor Name and Title]

2. Job Responsibilities

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

• Handling inbound and outbound calls.
• Resolving customer inquiries.
• Data entry and management in CRM systems.
• Call documentation.
• Customer service issue escalation.
• Script adherence.
• Quality assurance compliance.
• Adherence to call metrics and targets.
• Participation in ongoing training.
• Use of call center hardware and software tools.
• Providing professional and courteous service in accordance with industry telephone etiquette.
• Interdepartmental cooperation as needed.

3. Required Skills and Knowledge

• Option A: Operational knowledge of phone/email/chat platforms is required.
• Option B: Fluency in [Language] is required/preferred.
• Option C: [List any required certifications]

4. Work Schedule and Location

The Employee's work schedule and location are as follows:

• Full-time status.
  • Option A: Daily start time: [Time], end time: [Time].
  • Option B: Shift assignments: [Describe Shift Schedule].
  • Option C: Rotation schedule: [Describe Rotation Schedule].
• Work Location:
  • Option A: On-site at [Employer Address] in Tennessee.
  • Option B: Remote within the state of Tennessee, subject to Employer's remote work policy.
• Changes in work arrangements:
  • All changes to work arrangements are subject to Employer's approval and may require a written amendment to this Agreement.

5. Compensation

The Employee's compensation will be as follows:

• Base compensation:
  • Option A: Hourly wage of [Dollar Amount] per hour.
  • Option B: Annual salary of [Dollar Amount] per year, paid [Frequency, e.g., bi-weekly].
• Overtime: Overtime will be paid at a rate of one and one-half (1.5) times the Employee's regular hourly rate for all hours worked in excess of forty (40) in a workweek, in accordance with Tennessee and federal (FLSA) law.
• Bonus/Incentives:
  • Option A: Eligibility for performance-based bonuses as outlined in the Employer's bonus plan.
  • Option B: Eligibility for attendance incentives as outlined in the Employer’s attendance incentive plan.
  • Option C: Eligibility for commissions as outlined in the Employer’s commission plan.
  • Option D: Eligibility for recognition programs based on call center metrics.
• Pay Frequency: [Pay Frequency, e.g., Bi-weekly]

6. Benefits

The Employee may be eligible for the following benefits, subject to the terms and conditions of the applicable benefit plans:

• Health Insurance: [Yes/No]; If yes, describe: [Description of Health Insurance Plan].
• Dental Insurance: [Yes/No]; If yes, describe: [Description of Dental Insurance Plan].
• Vision Insurance: [Yes/No]; If yes, describe: [Description of Vision Insurance Plan].
• Workers' Compensation: Provided in accordance with Tennessee law.
• Unemployment Insurance: Provided in accordance with Tennessee law.
• Retirement Plan: [Yes/No]; If yes, describe: [Description of Retirement Plan].
• Paid Time Off (PTO):
  • Option A: Vacation: Accrual method: [Describe Accrual Method].
  • Option B: Sick Days: [Number] days per year.
• Holidays: [List Tennessee Public Holidays].
• Family and Medical Leave: In compliance with Tennessee and federal law.
• Employee Assistance Program (EAP): [Yes/No]; If yes, describe: [Description of EAP].

7. Onboarding, Background Checks, and Drug Screening

• The Employee's employment is contingent upon successful completion of the Employer's onboarding process, including:
  • Option A: Mandatory background check.
  • Option B: Drug screening.
• All background checks and drug screenings will be conducted in accordance with Tennessee law and call center industry standards.

8. Data Privacy and Call Recording

• The Employee acknowledges that they will have access to confidential customer and business data.
• The Employee agrees to comply with all applicable data privacy laws, including Tennessee's one-party consent law regarding call recording.
• The Employee consents to the recording of calls as permitted by Tennessee law and company policy.
• Employee agrees to comply with company information security and customer privacy protocols.

9. Ownership of Work Product and Confidentiality

• All work product, reports, customer data compilations, and proprietary scripts developed during the Employee's employment are the property of the Employer.
• The Employee agrees to protect the Employer's trade secrets and intellectual property.
• The Employee shall not share customer lists or practices without authorization.
• Confidentiality: The Employee shall maintain the confidentiality of all customer, vendor, and business information accessed in the call center environment, both during and after employment.
• Unauthorized disclosure or recording of customer conversations (except as allowed by Tennessee law and company policy) is strictly prohibited.

10. Outside Employment

• The Employee agrees not to engage in any outside employment that conflicts with their duties to the Employer.
• The Employee shall not work for any call center competitors during their employment with the Employer.
• Non-Solicitation: While Tennessee law generally disfavors non-compete agreements, the Employee agrees not to solicit the Employer's clients or personnel for a period of [Number] months following termination of employment. This restriction is compliant with Tennessee statute T.C.A. § 50-1-203.

11. Conduct and Performance Expectations

The Employee is expected to:

• Maintain satisfactory attendance and punctuality.
• Adhere to break schedules.
• Comply with the Employer's dress code.
• Use phones and company systems appropriately.
• Comply with call quality monitoring and feedback procedures.

12. Discipline

• Breaches of the code of conduct, tardiness, performance deficiencies, or customer complaints may result in disciplinary action, up to and including termination.
• The Employer may follow a progressive correction policy.
• [Detail any progressive correction policy details]

13. Termination

• At-Will Employment: The Employee's employment is at-will, meaning that either party may terminate the employment relationship at any time, with or without cause or notice, except as provided herein.
• Termination Procedures:
  • Option A: Notice requirement: [Number] days' written notice is required for voluntary termination.
  • Option B: Immediate discharge may occur for egregious acts (e.g., call fraud, harassment).
  • Exit interviews will be conducted.
  • The Employee must return all company equipment.
  • System access will be removed upon termination.
  • Final compensation will be paid in accordance with Tennessee law.

14. Anti-Discrimination and Harassment

• The Employer is an equal opportunity employer and prohibits discrimination and harassment based on any legally protected characteristic, as defined by Tennessee and federal law.
• The Employer is committed to maintaining a respectful, inclusive, and harassment-free call center environment.

15. Complaint and Grievance Reporting

• The Employer provides mechanisms for employees to report complaints and grievances without fear of retaliation.
• [Describe complaint and grievance reporting mechanisms]

16. Health and Safety

• The Employer will provide a safe and healthy work environment, consistent with the Tennessee Occupational Safety and Health Act (TOSHA).
• The Employer will provide reasonable accommodations for disabilities.
• Ergonomic practices for headset/computer use are encouraged.
• The Employer is responsible for on-site and remote workplace safety.

17. Compliance with Call Center Laws

The Employee agrees to comply with all applicable federal and Tennessee call center or telemarketing laws, including but not limited to TCPA and Do Not Call Registry guidelines, as well as any relevant state consumer protection laws.

18. Dispute Resolution

• Option A: All disputes arising out of or relating to this Agreement shall be resolved through mediation in [City, Tennessee] prior to initiating any legal action.
• Option B: Any legal action arising out of or relating to this Agreement shall be governed by the laws of the State of Tennessee and shall be brought in the courts of [County Name] County, Tennessee.

19. Electronic Communication Monitoring

• The Employee acknowledges that the Employer may monitor electronic communications, including emails and calls, as permitted by Tennessee law and relevant to the call center environment.
• The Employee consents to such monitoring.

20. Employment Eligibility Verification

• The Employee must provide documentation establishing their eligibility to work in the United States, as required by federal law (I-9).
• The Employer will participate in E-Verify or relevant state program, as required.

21. Training

• Option A: The Employee will participate in company-sponsored training programs.
• Option B: The Employee will participate in upskilling or certification programs specific to call center technologies or regulations.
• [Describe any training or certification program details]

22. 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.

23. Modification

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

24. Severability

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

25. Acknowledgment of Policies

The Employee acknowledges that they have reviewed and agree to abide by the Employer's policies and employee handbook.

• Employee handbook is located [Specify location of handbook]

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

____________________________
[Employer Legal Name]

By: ____________________________
[Employer Representative Name]
[Employer Representative Title]

____________________________
[Employee Full Legal Name]
Employee Signature

Date: ____________________________