West Virginia call center representative employment contract template

West Virginia Call Center Representative Employment Agreement

This West Virginia Call Center Representative Employment Agreement (the "Agreement") is made and effective as of [Date] by and between:

[Employer Name], a [State of Incorporation] corporation with its principal place of business at [Employer Address] ("Employer"), and

[Employee Name], residing at [Employee Address] ("Employee").

1. Position

Call Center Representative.

The Employee will perform the following duties:

• Handling inbound and outbound calls.
• Providing customer service and technical support.
• Adhering to call scripts and service protocols.
• Logging call details in CRM systems.
• Managing high call volumes.
• Maintaining call quality as specified by employer metrics.
• Resolving complaints within industry-mandated escalation procedures.
• Complying with call monitoring and recording requirements.
• Observing data privacy guidelines under federal and West Virginia law.
• Participating in regular training sessions for customer service, compliance, and product knowledge.

Required Skills:

• Verbal communication
• Conflict resolution
• Multi-tasking
• Computer/telephony proficiency
• Data entry accuracy

2. Work Location

Option A: The Employee's primary work location is [Worksite Address in West Virginia].

Option B: The Employee will be permitted to telework subject to the Employer's telework policy, which requires:

• A dedicated home office space meeting minimum standards.
• Reliable high-speed internet connectivity.
• Use of Employer-supplied equipment including a headset and computer.
• Adherence to strict security guidelines for protecting customer information.

3. Employment Type and Work Schedule

Employment Type: Full-time.

Weekly Hours: [Number] hours per week.

Option A: Shift Schedule: Fixed schedule: [Days of the week], [Start Time] to [End Time].

Option B: Shift Schedule: Rotating schedule as determined by the Employer with reasonable notice.

Option C: The Employee may be required to work night, weekend, or holiday shifts as needed.

Time and Attendance: Employee will utilize the [Clock-in/Clock-out System] for tracking work hours.

Rest and Meal Breaks: The Employee is entitled to rest and meal breaks as required by West Virginia law.

4. Overtime

Overtime eligible: Yes/No.

Overtime will be paid at one and one-half (1.5) times the Employee's regular rate for all hours worked over 40 in a workweek, as required by West Virginia and federal law. All overtime must be pre-approved by [Manager Title].

5. Compensation

Option A: Hourly Wage: The Employee will be paid an hourly wage of [Dollar Amount] per hour.

Option B: Salary: The Employee will be paid a salary of [Dollar Amount] per year, payable [Pay Cycle Frequency, e.g., bi-weekly].

Overtime Pay: Overtime will be paid at one and one-half times the regular rate, as required by law.

Option A: Shift Differentials: The Employee will receive a shift differential of [Dollar Amount] for evening/weekend shifts.

Option B: Performance-Based Incentives: The Employee may be eligible for performance-related incentives such as quality bonuses, attendance bonuses, and call resolution targets, according to the Employer's incentive plan.

Option C: Commission: The Employee may be eligible for commission based on sales calls, according to the Employer's commission plan.

6. Benefits

Health Insurance: The Employee will be eligible for health, dental, and vision insurance benefits in accordance with the Employer's benefit plans.

Retirement Plan: The Employee will be eligible to participate in the Employer's [Retirement Plan Type, e.g., 401(k)] plan after meeting eligibility requirements.

Paid Time Off (PTO):

• Vacation: Vacation time will accrue at a rate of [Number] days per year.
• Sick Leave: Sick leave will accrue in compliance with West Virginia law.
• Holidays: The Employee will be entitled to [Number] paid holidays per year.

Family and Medical Leave: The Employee will be eligible for family and medical leave in accordance with the federal FMLA and any applicable West Virginia state supplements.

Short/Long-Term Disability: The Employee will be eligible for short-term/long-term disability benefits in accordance with the Employer's policies.

Life Insurance: The Employee will be eligible for life insurance benefits in accordance with the Employer's policies.

Employee Assistance Program (EAP): The Employee will have access to the Employer's EAP.

Option A: Tuition Reimbursement: The Employer may offer tuition reimbursement for approved courses related to the Employee's job duties.

Option B: Skill Training: The Employer may offer skill training programs for advancement in customer care roles.

7. Workers' Compensation and Workplace Safety

The Employee is covered by workers' compensation insurance as required by West Virginia law (W. Va. Code § 23).

The Employee will comply with all workplace safety rules and procedures, including those related to ergonomics and repetitive stress prevention.

8. Confidentiality

The Employee will maintain the confidentiality of all customer information, including personally identifiable information (PII).

The Employee will adhere to the Employer's policies regarding the use of customer data and call recordings.

The Employee will not use personal devices while handling sensitive customer data.

9. Intellectual Property

All scripts, templates, workflow guidelines, and customer databases created or improved upon by the Employee during employment are the sole property of the Employer.

10. Behavioral Standards

The Employee will adhere to the Employer's call quality metrics and protocols for handling abusive or threatening callers.

The Employee will maintain professionalism and avoid inappropriate language in all interactions.

The Employee will adhere to the Employer's social media policy.

The Employer prohibits retaliation against employees who report compliance concerns.

11. Anti-Discrimination and Harassment

The Employer is an equal opportunity employer and prohibits discrimination and harassment based on race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected category under West Virginia and federal law.

The Employee should report any instances of discrimination or harassment to [Designated Contact Person/Department].

12. Non-Compete and Moonlighting

Option A: Non-Compete: [Include only if absolutely necessary and compliant with West Virginia law. Consult with legal counsel.]

Option B: Moonlighting: The Employee must obtain prior written approval from the Employer before engaging in any outside employment that could conflict with the Employee's duties or performance.

13. Employment-At-Will and Termination

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

Grounds for Immediate Termination: The Employer may terminate the Employee's employment immediately for cause, including but not limited to gross misconduct, breach of confidentiality, fraud, or timecard falsification.

Resignation: The Employee must provide [Number] weeks' written notice of resignation.

Layoff: In the event of a layoff, the Employer will follow its established layoff policies and procedures.

Final Wage Payment: The Employee's final wages will be paid in accordance with West Virginia law.

Return of Property: Upon termination of employment, the Employee must immediately return all Employer property, including equipment, data, and documents.

Payout of Accrued Leave: Payout of accrued but unused vacation time will be handled as per Employer policy and the West Virginia Wage Payment and Collection Act.

14. Dispute Resolution

Escalation: Any disputes or concerns should be initially escalated to [Manager Title].

Option A: Mediation/Arbitration: Any disputes arising out of or relating to this Agreement shall be resolved through mediation or binding arbitration in [City, West Virginia], in accordance with the rules of the American Arbitration Association.

Option B: Arbitration Opt-Out: Employee may opt out of mandatory arbitration by providing written notice to Employer within 30 days of the effective date of this Agreement.

Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the State of West Virginia.

Venue: The venue for any legal action arising out of or relating to this Agreement shall be in [County Name] County, West Virginia.

15. Acknowledgements

The Employee acknowledges receipt and understanding of the Employer's employee handbook and all applicable policies.

The Employee acknowledges and consents to call monitoring and recording as permitted by West Virginia law.

The Employee acknowledges the receipt of any regulatory notifications required by law.

16. Industry Compliance

Option A: HIPAA: If the Employee handles protected health information (PHI), the Employee will comply with all applicable HIPAA regulations.

Option B: PCI DSS: If the Employee handles payment card information, the Employee will comply with all applicable PCI DSS requirements.

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

____________________________
[Employer Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

____________________________
[Employee Name]

Date: ______________________