Washington call center representative employment contract template

Washington Call Center Representative Employment Agreement

This Washington Call Center Representative Employment Agreement (the "Agreement") is made and effective as of [Date], by and between [Employer Name], located at [Employer Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position

• The Employer hires the Employee as a Call Center Representative.
• Reporting line:
  • Option A: Employee will report to the Call Center Supervisor.
  • Option B: Employee will report to the Call Center Manager.

2. Job Responsibilities

• Handle inbound and outbound customer calls.
• Provide information and resolve customer complaints.
• Perform scripted and unscripted communication.
• Document interactions accurately.
• Adhere to call handling protocols.
• Meet Key Performance Indicators (KPIs):
  • Option A: Average Handle Time.
  • Option B: First Call Resolution.
  • Option C: Call Quality Scoring.
• Up-selling or cross-selling (if applicable).
• Maintain confidentiality of customer data.

3. Required Skills

• Proficiency in call center software (e.g., CRM, ACD systems).
• Strong verbal communication skills.
• Data entry skills.
• Multi-tasking ability.
• Conflict resolution skills.
• Familiarity with customer service best practices.

4. Work Location

• Option A: Assigned Washington call center site: [Address].
• Option B: Remote work within Washington, subject to Employer's remote work policy.
  • IT equipment provisioned by Employer.
  • Secure internet required.
  • Use of company-approved hardware/software only.
  • Prohibition on recording or unauthorized disclosure of calls.
  • Workspace privacy for remote calls.
  • Adherence to company protocols on customer data security, in compliance with the Washington Identity Theft Protection Act.

5. Employment Type and Work Hours

• Full-time (typically 32+ hours per week) per Washington standards.
• Standard Work Hours: [Number] hours per week.
• Shift Schedule: [Describe Shift Schedule (e.g., rotating shifts, weekends, holidays, early/late shifts)].
• Required availability for overtime: [Specify requirements].
• On-call expectations: [Specify expectations].
• Flexible schedule policies: [Describe policies].
• Minimum permitted shift length: [Hours].
• Maximum permitted shift length: [Hours].

6. Breaks and Meal Periods

• Paid rest breaks of at least 10 minutes for every four-hour work period, per Washington’s Wage and Hour Laws.
• Meal breaks of at least 30 uninterrupted minutes for work periods of five hours or more, per Washington’s Wage and Hour Laws.
• Break tracking and reporting protocol: [Describe Protocol].

7. Compensation

• Hourly wage: [Dollar Amount] per hour. (Must meet or exceed Washington state minimum wage).
• Overtime: 1.5x hourly wage for hours over 40 per week, per Washington law.
• Pay cycle: [Bi-weekly / Monthly].
• Payment methods: [Direct Deposit / Check].
• Shift Differentials: [Specify differentials for evenings/nights/weekends, if any].
• Commissions or Bonuses: [Describe performance targets, e.g., call volume, quality, customer satisfaction scores].
• Eligibility for Incentive Programs: [Describe eligibility].
• Tip Pooling: [Describe protocol, if applicable].

8. Benefits

• Health, vision, and dental insurance: [Describe eligibility and enrollment].
• Paid Time Off (PTO):
  • Vacation: [Accrual Rate].
  • Sick leave: Accrual as mandated by Washington Paid Sick Leave law (at least one hour of sick leave per 40 hours worked).
  • Personal Days: [Number] days per year.
• Paid and unpaid leave:
  • Jury duty: [Specify Policy].
  • Bereavement: [Specify Policy].
  • Parental Leave: Compliance with the Washington Family Care Act.
  • Access to the Washington Paid Family and Medical Leave program.
• Statutory holidays: [List Designated Holidays] (with compensation details for working on holidays: [Specify details]).
• Shift swap or coverage policies: [Describe policies].
• Procedures for requesting time off: [Describe Procedures].
• Retirement plan: [Describe Options, e.g., 401(k)].
• Commuter or parking stipends: [Describe Stipends, if applicable].
• Reimbursement for telecommunications/utility expenses: [Describe Reimbursement, if applicable].
• Extended training opportunities: [Describe training opportunities and pay status].
• Professional development: [Describe protocols relevant to customer service and call center operations in Washington].

9. Data Security, Confidentiality, and Customer Information Privacy

• Compliance with Washington’s Consumer Protection Act, the Identity Theft Protection Act, and relevant federal standards (e.g., TCPA, HIPAA if handling health information, GLBA if handling financial data).
• Restrictions on use and disclosure of call recordings, scripts, and customer data strictly to job functions.
• Employee obligations to report security breaches or customer data incidents immediately per company protocol.

10. Intellectual Property

• Proprietary scripts, training materials, and software are Employer-owned intellectual property.
• Prohibition on unauthorized distribution or use.
• Return of all materials at employment end.

11. Behavioral Standards

• Punctual and regular attendance.
• Adherence to call center code of conduct.
• Use of company-approved greetings and call-ending procedures.
• Compliance with customer service quality guidelines.
• Prohibition on phones or personal recording devices in the call center area.
• Maintenance of professional workplaces for remote staff.
• Observance of anti-harassment and anti-bullying policies.
• Rules regarding the handling of difficult or abusive callers.

12. Call Monitoring and Performance Feedback

• Call monitoring, screen recording, and performance feedback systems are used.
• Compliance with Washington’s two-party consent rules for call recording under RCW 9.73.030.
• Written consent obtained for employer monitoring of employee communications.

13. Non-Compete and Restrictive Covenants

• Compliance with RCW 49.62 (Washington State Non-Compete Law).
• Non-competes are only enforceable if the employee earns above the annual threshold (currently [Dollar Amount]).
• Option A: Non-Solicitation Agreement
• Option B: Confidentiality Agreement
• Option C: No-Poaching Agreement

14. At-Will Employment and Termination

• Employment is at-will unless expressly modified.
• Voluntary Resignation: Notice period of [Number] days.
• Employer-Initiated Termination: Process, documentation, just cause (where applicable), reference to local WARN Act triggers for layoffs.
• Final Wage Payment: Paid by next scheduled payday or within set statutory timelines after termination per RCW 49.48.010.
• Return of company equipment, passwords, documents, and secure data wipes upon termination.

15. Anti-Discrimination and Equal Employment Opportunity

• Compliance with federal and all relevant Washington state anti-discrimination and equal employment opportunity laws (RCW 49.60 et seq.).
• Protected classes include race, creed, color, national origin, sex, marital status, sexual orientation, gender identity, age, disability, and veteran status.
• Employer's policy on diversity, equity, and inclusion.

16. Harassment Prevention and Anti-Bias Training

• Completion of required harassment-prevention and anti-bias training under Washington law.
• Internal procedures for reporting, investigating, and resolving complaints.
• Emphasis on whistleblower protections under the Washington Law Against Discrimination.

17. Occupational Safety

• Acknowledgement and adherence to occupational safety protocols suitable for call center work.
• Minimizing repetitive strain injuries.
• Ergonomics for workstations (especially for remote staff).
• Hearing conservation for headset use.
• Compliance with the Washington Industrial Safety and Health Act (WISHA).
• Protocol for reporting workplace injuries or illnesses.
• Workers’ compensation coverage details.

18. Background Checks and Verification

• Consent for background checks, I-9 verification, and any drug testing or pre-employment screening procedures relevant for call center roles.
• Employee authorization to work in the United States and Washington state.

19. Compliance with Regulations

• Requirements related to lawful use of automated dialing systems, robocall compliance (TCPA).
• Specifics of any industry regulations directly relevant to the client base (e.g., medical—HIPAA; financial—GLBA; utility—WUTC rules).

20. Dispute Resolution

• Internal resolution prioritized.
• Mediation or arbitration within Washington state.
• Washington state law governs the agreement with venue in a local court or arbitration location.

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

____________________________

[Employer Name]

By: ____________________________

[Employer Representative Name]

[Title]

____________________________

[Employee Name]