Wisconsin call center representative employment contract template

Wisconsin Call Center Representative Employment Contract

This Wisconsin Call Center Representative Employment Contract (the “Agreement”) is made and entered into as of this [Date] by and between:

• [Employer Legal Name], a company organized under the laws of Wisconsin, with its principal place of business at [Employer Address], [Employer Phone], [Employer Email] (hereinafter referred to as “Employer”),
• and
• [Employee Name], residing at [Employee Address], [Employee Phone], [Employee Email] (hereinafter referred to as “Employee”).

1. Position

• Option A: The Employee is hired as a full-time Call Center Representative.
• Option B: The Employee is hired as a part-time Call Center Representative.

2. Job Description

• The Employee's primary responsibilities include:
• Handling inbound and outbound calls.
• Providing customer service and technical support.
• Following call scripts and protocols.
• Documenting customer interactions accurately in [CRM system name].
• Escalating unresolved issues to appropriate personnel.
• Meeting call volume and quality targets as defined by Employer.
• Adhering to call center metrics (e.g., average handle time, first call resolution, customer satisfaction).
• Complying with company policies on customer confidentiality, communication etiquette, and call recording.
• The employee is expected to use the following technology, telephony systems and customer management software: [List software/systems].
• Call monitoring, quality assurance evaluations, and regular feedback/coaching sessions are standard job expectations.

3. Reporting Structure

• The Employee will report to [Manager/Supervisor Name].
• Daily shift length is [Number] hours.
• Procedures for shift changes or coverage: [Describe Procedures].

4. Work Location

• Option A: The primary work location is [Address of work location in Wisconsin].
• Option B: This is a remote (work-from-home) position. The Employee must maintain a suitable home office setup.
• Employer will provide the following equipment: [List Equipment].
• Option C: This is a hybrid work position, with [Number] days per week at [Address of work location in Wisconsin] and [Number] days working remotely.

5. Hours of Work

• The position is full-time, with a regular workweek of [Number] hours.
• The Employee’s shift schedule is [Specify Schedule, e.g., Monday-Friday, 9:00 AM - 5:00 PM].
• The Employee may be required to work nights, weekends, or holidays.
• The Employee is entitled to [Number] minute break(s) and a [Number] minute meal period(s) as per Wisconsin labor laws.
• Procedures for rest break sign-off to maintain coverage: [Describe Procedures].

6. Timekeeping and Overtime

• The Employee must accurately record all time worked using [Timekeeping System].
• Off-the-clock work is strictly prohibited.
• Option A: The Employee is eligible for overtime pay at a rate of 1.5 times their regular rate for all hours worked over 40 in a workweek, as per Wisconsin wage and hour laws.
• Option B: The Employee is not eligible for overtime pay, as they are considered an exempt employee under federal and Wisconsin law.
• All overtime must be approved in advance by [Manager/Supervisor Name].

7. Compensation

• Option A: The Employee will be paid an hourly rate of [Dollar Amount].
• Option B: The Employee will be paid an annual salary of [Dollar Amount], payable [Biweekly/Semi-monthly].
• Pay schedule: [Specify Pay Schedule].
• Direct deposit is available.
• Option A: Performance bonuses are available based on [Describe Bonus Structure].
• Option B: Attendance incentives are available as follows: [Describe Incentives].
• Option C: Commissions will be earned as follows: [Describe Commission Structure].

8. Benefits

• The Employee is eligible for the following benefits:
• Health insurance
• Dental insurance
• Vision insurance
• Disability insurance
• Life insurance
• Retirement plan (401(k) or Wisconsin Retirement System)
• Paid time off (vacation, sick, and holiday leave) as per company policy.
• Details regarding eligibility, enrollment, and plan specifics are outlined in the employee benefits handbook.

9. Training and Performance Review

• The Employee will complete a training program on [List Training Topics].
• The probationary period is [Number] days.
• Performance will be reviewed regularly.
• Remediation plans for underperformance: [Describe Process].

10. Data Privacy and Confidentiality

• The Employee must maintain the confidentiality of all customer and company information, adhering to Wisconsin state law, HIPAA (if applicable), and industry best practices.
• The Employee acknowledges that calls may be recorded for quality assurance and training purposes, as per Wisconsin’s one-party consent law.

11. Workplace Conduct

• The Employee must adhere to company standards for customer interaction, anti-harassment, and anti-discrimination policies, in line with Wisconsin and federal law.
• Inappropriate language, harassment, or bias towards customers or coworkers is strictly prohibited.

12. At-Will Employment

• Employment is at-will, as per Wisconsin law. Either party may terminate the employment relationship at any time, with or without cause or notice, subject to the provisions below.

13. Termination

• The employment relationship may be terminated for the following reasons: voluntary resignation, involuntary termination, layoffs, absenteeism, or code of conduct violations.
• Option A: Employee must provide [Number] days' written notice of resignation.
• Option B: Employer must provide [Number] days' written notice of termination, except in cases of gross misconduct.
• Final pay will be delivered within Wisconsin’s statutory deadline.
• The Employee must return all company equipment upon termination.

14. Post-Employment Obligations

• The Employee agrees to a limited non-solicitation clause regarding customers only for a period of [Number] months following termination.
• The Employee agrees to maintain the confidentiality of company trade secrets and proprietary information.
• Broad non-compete clauses are generally unenforceable under Wisconsin law in this context.

15. Compliance with Regulations

• The Employee must comply with all applicable call center industry regulations, including DNC (Do Not Call) list adherence and TCPA, FDCPA, or other relevant federal rules.

16. Workplace Health and Safety

• The Employee must adhere to company policies regarding workplace health and safety, referencing OSHA and Wisconsin-specific occupational safety rules.
• This includes workstation ergonomics, reporting of workplace injuries, and participation in provided programs for mental well-being and stress management.
• Worker’s compensation coverage is provided, and accurate injury/incident reporting is required per Wisconsin statutes.

17. Attendance and Punctuality

• The Employee must adhere to company policies regarding attendance, punctuality, and absence notification.

18. Meetings and Communications

• The Employee is expected to participate in required meetings, ongoing communications, and team-building events.

19. Dispute Resolution

• The parties agree to attempt to resolve any disputes through internal dispute resolution, progressive discipline, and complaint escalation.
• If unresolved, the parties agree to mediation or arbitration in [Specify County, Wisconsin].
• Wisconsin law shall govern this Agreement.

20. Electronic Monitoring and Call Recording

• The Employee acknowledges that electronic monitoring and call recording may occur under Wisconsin’s one-party consent law.
• The Employee consents to such monitoring and agrees to participate in any mandatory privacy training.

21. Acknowledgment of Policies

• The Employee acknowledges that they have reviewed and understand the Employer’s code of conduct, data security, and privacy policies.
• The Employee agrees to adhere to these policies.

22. Equal Opportunity Employment

• The Employer is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, or any other protected characteristic under federal or Wisconsin law.

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

____________________________

[Employer Name/Representative Name]

____________________________

[Employee Name]