Virtual Call Center Jobs in Rochester, MN (NOW HIRING)

The Security Operations Center (SOC) Operator is a communicationsdriven role at the center of realtime security operations. This position is ideal for individuals who thrive in highvolume, interruptdriven environments and excel at radio, phone, and dispatch communications while maintaining continuous situational awareness.

SOC Operators serve as the primary communications hub for security operations, coordinating emergent and nonemergent requests, dispatching officers, monitoring alarms and camera systems, and ensuring timely escalation of critical events.

Core Communications Responsibilities

• Answer and manage highvolume phone, radio, and intercom traffic in real time
• Dispatch security officers using twoway radio systems with professional radio discipline
• Prioritize and route incoming requests based on urgency and operational impact
• Effectively manage and coordinate emergency and high-stress situations while maintaining a calm and professional demeanor 
• Accurately document incidents and communications in a case/incident management system [SOC Operator | PDF]

Situational Awareness & Monitoring
In addition to communications, SOC Operators maintain continuous awareness across multiple systems:

• Monitor video management systems, alarms, access control, panic/duress, and infant protection systems
• Conduct virtual patrols, video review, and proactive monitoring
• Monitor alerts and relay opensource security information

What Makes This Role Unique

• Communicationsfirst security role (radio, phone, dispatch are core functions)
• Fastpaced, missioncritical environment
• Continuous decisionmaking with realworld impact
• Technologyenabled situational awareness
• 24/7 operations supporting clinical, staff, patient, and visitor safety
   

Mayo Clinic will not sponsor or transfer visas for this position including F1 OPT STEM.

High school diploma/GED. Two years of Security, Emergency Medical, or Facilities dispatch/communication center experience or two combined years of customer service, call center, or dispatching experience required. A college degree will substitute for years experience.Experience with Microsoft Office required. Working knowledge of security systems technology (video management, access control, and radio communications systems) preferred. Excellent communication skills and ability to manage alarm dispatching. Must be a problem solver and maintain the ability to make sound decisions without direct supervision during stressful situations. The preferred candidate will be detail oriented, mission driven, and able to multi-task continuously
Emergency Telecommunications certification is preferred. Certification in Lenel access control and Genetec video management system preferred. Knowledge of the intelligence cycle and basic analyst skillset preferred. Working knowledge of radio communications. Basic computer knowledge. Excellent communication skills for interacting with all levels of Mayo Clinic patients, Physicians, and staff. Demonstrates behaviors consistent with Mayo Core Principals.
Must be certified in Emergency Telecommunications (ETC) at the time of hire or become certified within one year of employment. The SOC will assist applicants that are not currently certified in Emergency Telecommunications to obtain their certification after hire.