Software

The Software department has 5 divisions: Consumer, Distribution, NobelTel, NobelBiz and Nobel Financial. This department is responsible for all software applications developed in house.

Main activities covered by the Software:

• Front end and back end development for web sites and mobile apps
• Client/server apps
• Legacy systems
• Portals and CRM
• Application Maintenance and Support
• System Enhancements / Application Re-engineering
• System Integrations
• System and Data Migrations
• Application Design and Architecture
• Database Design and Management
• Troubleshooting

Business Development

The Business Development department leads Nobel’s Consumer Products digital strategy.

Nobel’s Consumer Division’s mission is to be “the one stop shop for the immigrant”, with websites & mobile apps ranging from money transfer to efficient calling products.

Comprised of Product Development and Online Marketing, we are a team of talented and passionate professionals with sparkling personalities and long-term experience on building and marketing tech products.

Main activities covered by the Business Development department:

• Tech Products Development & Management
• Online Marketing: Search Engine Optimization & Marketing, Affiliate & Social Media Marketing
• Digital design: UI/UX
• Print design
• PR & online reputation management
• Partnership building

Carrier

The Account Management, Diamond 888, SMS and Top-up teams that make up Carrier are continuously supporting each other in the process of defining the company as a top player in the telecom market.

The activity of our department can be easily summarized by emphasizing the process of buying and selling routes throughout the world, so that more than 700 active carrier interconnections stand as proof.

The main activities cover several interconnected processes such as:

• Business Development – interconnecting new carriers; aiming to have PTTs termination all over the world; searching for additional affordable capacity with in-country directs
• Account Management – the process of selling products and buying better routes, building relations, negotiating swap deals

US Domestic

The Us Domestic team has main responsibilities to manage reporting and costs for the US domestic component of all our retail and wholesale products. This means taking care of the minutes that originate and terminate in USA. Our roles are in the areas of analytics, routing, reporting, monitoring all minutes that originate and terminate in USA.

Main activities covered by the Us Domestic department:

• Inbound Access Numbers provisioning – Both USA and International Access Numbers
• Providers provisioning
• Traffic Origination and Termination routing
• Product Analytics – Monitoring Profitability and Service quality
• Sales Support

Business Analytics

The role of the BA team is to offer support for all departments in order to help better understand and develop Nobel business.

Main activities covered by the Business Analytics department:

• Monitor the KPIs, mid-term and long-term objectives.
• Detects and follows market changes and opportunities in order to feature business decisions.
• Helps the development and upgrade of Analytic Tools.
• Provide feedback to each business areas in the company.
• Training new hires.
• Specialized training within specialists from all departments.

Finance

Finance is the backbone of Nobel’s operations and processes. The finance department is divided in specialized functions as follows: Accounting, Finance Operations, Controlling, with dedicated teams for various companies of the group. We record operating transactions; we analyze and prepare financial statements and reports used by management, regulatory institutions and business partners. We also ensure that internal mechanisms and policies comply with regulatory standards, industry practices and human resources policies.

By providing good accounting and financial management we help keeping the business under control.

Main activities covered by the Finance department:

• Book keeping
• Accounts payable AP / Accounts receivable AR
• Cash management
• Fixed assets
• Financial analysis
• Reporting
• Purchasing

Human Resources

The HR team supports the company efforts to recruit, train and retain a diverse and competent workforce and to comply with all applicable state laws to allow the departments to carry out each mission more effectively.
The mission of the HR department is having the right people in the right place at the right time with the right skills doing the right jobs for the right salaries.
Main activities covered by the HR department:

• Recruitment and Selection
• Onboarding new hires
• Retention and Motivation
• Performance Management
• Training and Development
• Team building
• Employee Relations
• Compensation & Benefits
• Health & Safety

Romania Distribution

Through the Romanian Distribution business unit NOBEL strengthens its presence in the local Romanian market through the distribution of prepaid Calling Cards for Consumer Customer segment and other Telecom Services (International In-/Outbound Services, SMS Platform) for our Business customers. This is realized by developing and maintaining an extensive network of strategic partnerships that includes large national companies such as RATB, Rompress, PayPoint, Payzone or Zebrapay.

Main activities covered by Romanian Distribution department:

• Identifying and converting new partnerships or Business Development Opportunities
• Maintaining & developing the relationship with existing distribution Partners
• Monitoring Sales Activities of our distribution partners
• Coordinating calling cards distribution, invoicing process and the delivery of telecom services

NobelBiz Network Support Team

The NobelBiz network support team is providing support and backend services for the NobelBiz division of Nobel. NobelBiz division is providing state of the art carrier services and is strictly focused on the contact center industry in all aspects of the business.

Some of the main activities covered by NobelBiz networking support team are:

• 24/7 customer technical support
• Installation, maintenance and monitoring of all NobelBiz infrastructure (network, server and cloud based infrastructure)
• Customer integration with NobelBiz voice services and data infrastructure
• Call quality monitoring in real time based on multiple metrics.
• Compliance with network security standards (PCI)
• Interconnections with carriers for US traffic termination and origination and international origination
• Maintaining NobelBiz number database (ordering, routing)
• Interconnection with Nobelglobe international carrier services for international termination
• Pricing and profitability reports
• Custom pricing, call detail records analysis and loss monitoring
• Maintaining carrier relation management
• Feedback and QA for NobelBiz SMRT touch suite of products.

NobelBiz ICE

The ICE Division of NobelBiz started out in 2013 as a need for the already existing business to expand and explore new opportunities within the Hosted Contact Center Software. We are a team of professionals delivering the best quality of Support in the industry whilst keeping a consistent emphasis on troubleshooting software related matters.
The role of the Support team is to continuously assist our customers with any technical-related issues, questions or concerns.
Main activities covered by the technical Support Department:

• Provide technical support over the phone or e-mail.
• Offer training to customers with regards to the proper usage of the NobelBiz software applications.
• Build and preserve the relationship with the NobelBiz customers in an efficient manner.
• Test the applications and document issues so they are corrected by the Software Development Department
• Create documentation for every technical issue using the procedural tools.

Quality Assurance

The role of the QA team is to monitor and provide feedback to Customer Service representatives in order to help achieve the standards of quality established by Nobel.
Main activities covered by the Quality Assurance department:

• Monitor the Customer Service agents’ interaction with customers, be it through email, phone or chat.
• Evaluate calls/emails/chats using specific scorecards for each channel.
• Provide feedback to each agent regarding his/her performance.
• Training classes for new hires.
• Process and products documentation

Customer Service

The Customer Service team represents the interface between Nobel and its customers. Supporting a wide portfolio of Products, we serve our customers on a 24/7 operation, through various channels: telephone, email, live chat and in-app messages. Our main purpose is to offer an excellent, proactive and efficient Service experience to our Customers, thereby increasing their satisfaction and contributing to our Company’s growth.

The Customer Service team is young, dynamic, and offers the perfect environment for continuous learning and strong professional development.

The main activities performed in Customer Service include, among others, the following:

• Promoting NOBEL’s products and service features in order to enlarge the overall customer base
• Managing Orders for Nobel’s Online divisions
• Assisting our customers in using Nobel products
• Handling various Customers requests
• Collecting direct Customers’ feed-back and providing it to other Nobel’s business divisions, in order to continuously improve products & services

Customer Operations

The Customer Operations team is the technical link between the Retail departments and our clients (distributors or online). We bring products to life and keep the retail heart beating.

The Customer Operations team’s role would typically be in the area of creating and maintaining the telecommunication setup with the purpose to implement the products envisioned by Retail or Consumer departments along with maintenance operations on our retail platforms.

Main activities covered by Customer Operations:

• Retail inventory management
• Product implementation and maintenance
• Retail billing platform management.
• Retail technical operations & support.

Billing

Billing is responsible for sending invoices to wholesale customers, verifying invoices received from vendors, and schedule them to be paid in a timely manner. We make sure all traffic transiting our network is correctly measured and billed to our customers or invoiced by our vendors.

Part of our processes is to report/investigate differences, and where needed troubleshoot and file disputes with our providers.

Main activities covered by the Billing department:

• Booking and sending invoices to our Wholesale Customers
• Receiving, processing, verifying and approving bills from our vendors
• Schedule payments for our vendors
• Monitor credit limits
• Maintaining billing data containers and managing associated reports

Routing

Routing is the department that identifies the best solutions for terminating the calls placed by organic and wholesale customers, while balancing their needs for high quality with competitive pricing.

The goal is to offer the best experience for end users and other companies Nobel is interconnected with and, at the same time, cater to internal customers – business units by creating routes with profit potential. On the NOC side, we strive to maintain a smooth and efficient flow of communication between the key people in the company every time an alert is triggered.

Main activities covered by the Routing department:

• Network monitoring
• Addressing requests from the business side
• Handling alerts by coordinating all departments needed
• Solving complaints escalated by Customer Service / Corporate Customers
• Maintaining internal reports as well as extracting data for all business divisions

Switching

The Switching department is responsible for the Telecommunications network at Nobel. Switching engineers are working with diverse systems that make up the Telecom Infrastructure and Services of the company.

Selection of the main activities covered by the Switching department:

• Service Strategy
  • Strategy Management for Telecom Services: define and maintain the organization’s perspective with regard to its services and management of those services;
  • Service Portfolio Management: ensure that the company has the right mix of Telecom services;
• Service Design
  • Capacity Management: manage the capacity of Telecom services and Telecom infrastructure;
  • Service Level Management: ensure that an agreed level of Telecom service is provided;
  • Service Continuity Management: always provide minimum agreed business continuity related service levels;
  • Supplier Management: ensure that suppliers and the services they provide are managed to support Telecom service targets and business expectations;
• Service Transition
  • Change Management: control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to Telecom services;
  • Service Asset & Configuration Management: ensure that the assets required to deliver services are properly controlled;
  • Release and Deployment Management: plan, schedule and control the build, test and deployment of releases;
• Service Operation
  • Event Management: manage events through their lifecycle;
  • Incident Management: restore normal service operation as quickly as possible and minimize the adverse impact on business operations;
  • Request Fulfillment: manage the lifecycle of all service requests from the users;
  • Problem Management: minimize the adverse impact of incidents and problems on the business and proactively prevent recurrence of incidents related to these errors;
• Continual Service Improvement: assist with decision making on what improvement initiatives make sense and add the greatest value back to the business.

Administrative

The Administrative department’s key role in the Company is to make sure that the other employees work in a nice, clean and secure environment.

Main activities covered by the Administrative department:

• Property management (space redesign, refurbishment, etc.)
• Travel coordination (visa documents, flight tickets, and accommodation)
• Car fleet management
• Escorting Nobel Employees to different business related objectives
• Purchasing for administrative supplies and stationary
• Ensuring the flow of the documents inside the Company, ensure security and cleaning at Company premises.