Virginia call center representative employment contract template

Virginia Call Center Representative Employment Contract

This Virginia Call Center Representative Employment Contract (the "Agreement") is made and effective as of [Date] by and between [Company Name], a company organized and existing under the laws of Virginia, with its principal place of business at [Company Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position:

Call Center Representative. Employee agrees to perform duties including, but not limited to: handling inbound and outbound calls, responding to customer inquiries, providing technical support, conducting satisfaction surveys, processing orders or transactions, de-escalating irate clients, logging call details, following call scripts, meeting specific call handling metrics (average handle time, first call resolution, customer satisfaction scores), adhering to call monitoring and quality assurance protocols, and escalating complex issues to senior staff as required.

2. Confidentiality and Data Protection:

Employee shall maintain the confidentiality of customer data per industry standards and comply with the Virginia Consumer Data Protection Act (VCDPA).

Employee is responsible for privacy, security, and handling sensitive personal and financial information.

3. Tools and Technology:

Employee will use tools, systems, and technologies including [List of tools and systems].

Employee will participate in training and onboarding processes related to call center systems.

4. Work Location:

Option A: Designated call center facility located at [Address].

Option B: Remote work, subject to Employer's Remote Work Policy. Employee is responsible for maintaining a safe, ergonomically compliant workstation per Employer's requirements.

Option C: Hybrid work arrangement, with [Number] days per week in the office and [Number] days remote.

5. Employment Classification:

Option A: Full-time hourly, non-exempt.

Option B: Full-time salaried, non-exempt.

Standard weekly schedule: [Number] hours.

Shift assignments: [Specify shift details].

May be required to work shift rotations, on-call periods, or overtime in accordance with Virginia and federal overtime rules.

Minimum scheduled hours per week: [Number]. Maximum scheduled hours per week: [Number].

Mandatory paid/unpaid break and meal periods: [Specify break times and durations].

Clocking in/out procedures: [Describe procedures].

6. Compensation:

Option A: Hourly wage of [Dollar Amount] per hour.

Option B: Annual salary of [Dollar Amount].

Pay cycle: [Bi-weekly, Semi-monthly, etc.].

Payment method: [Direct deposit, Check].

Overtime will be calculated at one-and-a-half times the regular rate for hours worked over 40 in a workweek.

Shift differentials: [Specify any additional pay for evenings, weekends, or holidays].

7. Bonus/Commission/Incentive Pay:

Option A: Eligible for bonus based on [Metrics, e.g., call resolution rates, sales targets]. Details outlined in the Bonus Plan document.

Option B: Eligible for commission based on [Sales targets or other metrics]. Details outlined in the Commission Plan document.

Option C: Not eligible for bonus, commission, or incentive pay.

8. Benefits:

Group medical, dental, and vision insurance.

Retirement plan: [401k, etc.].

Short-term and long-term disability insurance.

Paid time off (vacation, sick leave, personal days): [Specify amount and accrual].

Paid holidays: [List Virginia-recognized holidays].

Commuter/transportation stipends: [Specify amount, if any].

Tuition assistance or skills training programs: [Describe, if any].

Mental health support resources.

9. Data Privacy, Call Monitoring, and Electronic Communications:

Calls may be recorded and monitored for quality assurance and training purposes. Employee consents to such recording and monitoring.

Use of electronic communication is subject to Employer's Electronic Communications Policy.

10. Conduct and Performance Standards:

Employee must maintain punctuality, adhere to dress code (if applicable), limit personal cell phone and device use during work hours, and follow customer interaction standards.

Employee shall use scripts as provided, demonstrate empathy, and adhere to regulatory scripts for certain industries.

Employee shall follow procedures for addressing customer complaints or disputes.

11. Occupational Health and Safety:

Employer complies with Virginia Department of Labor and Industry (DOLI) Occupational Safety and Health requirements.

Employee must maintain workspace safety, ensure workstation ergonomics, and utilize mental wellness resources provided.

12. Non-Discrimination, Anti-Harassment, Diversity, and Accommodation:

Employer adheres to policies aligned with the Virginia Human Rights Act and federal anti-discrimination statutes.

Protected classes: [List all protected classes].

Complaint procedures are outlined in the Employee Handbook.

13. Handling Sensitive Financial Information:

Employee shall handle sensitive financial information in compliance with applicable industry regulations, including PCI-DSS.

14. Confidentiality and Non-Disclosure:

Employee shall maintain the confidentiality of proprietary scripts, business processes, customer data, and company trade secrets. This obligation continues after termination of employment.

15. Non-Compete/Non-Solicitation:

Option A: Employee is not subject to a non-compete agreement.

Option B: Employee is subject to a non-solicitation agreement as detailed in Exhibit A. [Note: Ensure compliance with Virginia law regarding low-wage workers.]

16. At-Will Employment:

Employment is at-will, meaning either party may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

Resignation procedure: [Describe].

Termination procedures: [Describe both voluntary and involuntary termination procedures].

Final paycheck will be provided in accordance with Virginia law.

Return of company property and equipment is required upon termination.

17. Dispute Resolution:

Employer and Employee agree to prioritize internal complaints, mediation, and arbitration to resolve disputes.

Any legal disputes shall be governed under Virginia law with exclusive jurisdiction in Virginia courts, or as otherwise mutually agreed.

18. Workers’ Compensation, Short-Term Disability, and Leave Rights:

Employee is eligible for Virginia workers’ compensation insurance.

Employee is eligible for short-term disability insurance per policy guidelines.

Employee is entitled to leave rights under the Virginia Human Rights Act, Virginia Values Act, and federal laws where applicable.

19. Telemarketing Compliance (If Applicable):

Employee shall comply with the federal Telephone Consumer Protection Act (TCPA), the Truth in Caller ID Act, and state-level requirements for telemarketing or outbound calls.

20. Background Checks:

Employee consents to background checks, reference checks, and drug screening, if applicable.

21. Employee Handbook and Policies:

Employee acknowledges receipt of the Employee Handbook and agrees to adhere to its policies.

Employee will follow call handling protocols and participate in ongoing training.

22. Modification:

These terms may be modified only in writing and are tailored to ongoing operational, technological, or legal changes.

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

____________________________
[Company Representative Name]

[Company Representative Title]

[Company Name]

____________________________
[Employee Name]

Employee