Call Center Trainer – ACA & Medicare Campaigns

About the Role

We are expanding our call center training operations and looking for an experienced Medicare/ACA campaign professional who has hands-on dialing experience and can train and manage a team of agents. This is not an entry-level position — we need someone who has worked the floor, understands the product deeply, and can lead agents toward results while keeping the operation compliant.

What We're Looking For

We need a candidate who:

• Has actively dialed on Medicare or ACA campaigns — not just supervised, but worked the floor personally

• Can train new agents on: product knowledge, pitch, objection handling, and closing

• Knows how to manage a dialing team — set targets, monitor performance, motivate agents

• Has a solid understanding of DNC (Do Not Call) compliance

– Knows how to avoid DNC violations — scrubbing lists, proper flagging, and agent best practices

– Understands federal DNC rules and state-level restrictions for US health insurance campaigns

– Can guide agents on handling DNC-listed numbers and escalation protocols

• Has working knowledge of US health insurance products (Medicare Advantage, Supplements, ACA plans, SEP/OEP periods)

• Can communicate clearly in English (spoken + written) for training purposes

Key Responsibilities

• Conduct training sessions for new and existing call center agents on ACA & Medicare campaigns

• Develop training materials, scripts, and SOPs tailored to campaign requirements

• Monitor agent calls, provide live feedback, and conduct regular coaching sessions

• Ensure full team compliance with DNC regulations — zero tolerance policy

• Track team KPIs: contact rate, conversion rate, average handle time, compliance score

• Work closely with management to align training outcomes with campaign targets

• Assist in quality assurance — call audits, script adherence, compliance checks

• Onboard new hires and reduce ramp-up time through structured training plans

Must-Have Requirements

• Minimum 1 year of direct dialing experience on a Medicare or ACA campaign

• Proven ability to work night shift (US EST/CST business hours)

• Hands-on knowledge of DNC compliance and how to protect the campaign from violations

• Experience training or mentoring at least a small team of agents

• Familiarity with dialer software (Vicidial, Five9, or similar)

• Strong spoken English for training delivery

Nice to Have

• Experience with CRM tools used in US health insurance campaigns

• Knowledge of Medicare Advantage plan comparison and enrollment process

• Trainer certification or previous formal training role

• Familiarity with FCC/FTC DNC rules and TCPA compliance

What We Offer

• Competitive salary (based on experience and interview performance)

• A professional, structured training environment at RMI's campus in Rawalpindi

• Opportunity to build and lead a call center training division from the ground up

• Performance-based incentives

• On-site facilities — dedicated training rooms, systems, and support

How to Apply

Interested candidates should send the following to apply:

• Updated CV / Resume Send to 0314-5089772

• Brief voice note or written summary of your dialing experience (which campaign, how long, team size you managed)

• Confirmation that you are available for night shift

Pay: Rs40,000.00 - Rs150,000.00 per month

Work Location: In person