CALL CENTER AGTENT EMPLOYMENT CONTRACT


CONTRACTUAL EMPLOYMENT AGREEMENT

This Contractual Employment Agreement (“Agreement”) is entered into on , by and between:

TenaFirst Plus, administered under AHADUWEB DOT COM ,Address: Addis Ababa, 22 Mazoria, Robato Building, Woreda 04, House No. 310 Phone: 011-6353516

(hereinafter referred to as the “Company”)

AND

Name of Employee :   Phone: ID:
Position: Call Center Agent / Call Center Receptionist
(hereinafter referred to as the “Employee / Contractor”)

The Company and the Employee may hereinafter be referred to individually as a “Party” and collectively as the “Parties.”

  1. Nature of the Agreement

This Agreement is contractual in nature and does not constitute permanent or indefinite employment. The Employee is engaged solely to provide call center and patient coordination services under the terms of this Agreement.

  1. Scope of Work & Responsibilities

The Employee shall perform the following duties, including but not limited to:

  1. Handling incoming and outgoing calls professionally
  2. Serving as a call center receptionist
  3. Booking, managing, and confirming patient appointments
  4. Following up on patient cases and schedules
  5. Rescheduling appointments when necessary
  6. Communicating and coordinating with physicians and healthcare providers
  7. Following up on laboratory tests and results
  8. Coordinating medicine access through the vendors’ portal
  9. Collecting and documenting patient feedback and testimonials
  10. Maintaining accurate and timely digital records
  11. Ensuring strict confidentiality of patient and company information
  1. Working Hours & Shifts

The Employee may be assigned to any of the following shifts based on operational requirements:

  • Morning Shift: 7:30 AM – 1:30 PM
  • Afternoon Shift: 1:30 PM – 6:30 PM
  • Night Shift: 6:30 PM – 7:30 AM

Shift assignments may be adjusted or rotated at the discretion of the Company.

  1. Shift Rotation & Attendance Responsibility

Shifts may be rotated or exchanged between Contractors with prior approval from the Company or the assigned supervisor.

However, if a shift rotation or exchange results in a missed shift, late attendance, or service gap, the Employee currently assigned or responsible for the shift shall bear full responsibility for the failure. Any such gap shall be treated as a performance violation under this Agreement.

  1. Case Handover & Accountability

The Employee shall ensure that all ongoing cases, patient follow-ups, appointments, and pending tasks are properly and clearly handed over to the next assigned attendant before leaving the shift.

Failure to complete a proper handover that results in errors, service disruption, patient dissatisfaction, data loss, or any form of damage shall render the current attendant fully responsible, and may lead to disciplinary, financial, or legal action in accordance with this Agreement and applicable law.

  1. Compensation Structure

6.1 Hourly Pay

  • The Employee shall be paid ETB 85 (Eighty-Five Birr) per hour for approved working hours.

6.2 Night Shift Allowance

  • Full Night Shift: ETB 900
  • Half Night Shift: ETB 450
  1. Salary Composition

The Employee ’s total monthly compensation shall be calculated as follows:

  • 60% Basic Pay
  • 40% Performance-Based Incentives will be calculated from TenaFirst Plus Commission earnings performed employees.  
  1. Incentives & Performance Bonus
  1. The Employee shall receive ETB 25 for each successfully booked appointment.
  2. If the Employee books more than five (5) successful appointments per shift, an additional 15% bonus ( from TenaFirst Plus Commission ) shall be paid on the appointment incentive earned for that shift.
  3. Incentives shall be calculated and paid on a monthly basis.
  1. Payment Terms
  • All payments shall be made monthly.
  • Payments are subject to verification of attendance, shift completion, and performance records approved by the Company.
  1. Confidentiality & Data Protection

The Employee shall maintain strict confidentiality of all patient data, medical records, company systems, and internal information.
This obligation shall survive the termination of this Agreement.

  1. Termination

11.1 Termination by Notice

Either Party may terminate this Agreement by providing one (1) month prior written notice.

11.2 Termination for Cause

The Company may terminate this Agreement immediately and without notice in the event of:

  1. Repeated negative customer feedback or complaints
  2. Repeated lateness, absenteeism, or time delays
  3. Failure to attend assigned shifts or creating service gaps
  4. Breach of confidentiality or data misuse
  5. Poor performance or negligence
  6. Misconduct, misrepresentation, or violation of Company policies
  1. Legal Accountability

The Employee shall be legally accountable for any losses, damages, or legal claims arising from:

  • Negligence
  • Improper case handling or handover
  • Breach of confidentiality
  • Misuse of patient or Company data
  • Intentional misconduct

The Company reserves the right to take legal action in accordance with applicable laws of Ethiopia.

  1. Governing Law & Legal Compliance

This Agreement is made in accordance with Labour Proclamation No. 1156/2011 of the Federal Democratic Republic of Ethiopia, and any other applicable laws, regulations, and directives in force.
This Agreement shall be governed, interpreted, and enforced accordingly.

  1. Acceptance

By signing below, the Employee confirms that they have read, understood, and agreed to all terms and conditions of this Agreement.

Employee

Name:
Address:
Date: May 27, 2026

 

Leave this empty:

Signature arrow

Signed by Abrham Assefa
Signed On: April 4, 2026


Signature Certificate
Document name: CALL CENTER AGTENT EMPLOYMENT CONTRACT
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March 15, 2024 2:11 pm EATCALL CENTER AGTENT EMPLOYMENT CONTRACT Uploaded by Abrham Assefa - agreement@tenafirst.com.et IP 196.188.36.53
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