1.0 Introduction

My most recent role is Customer Care Supervisor in the Customer Relations division of MTN Nigeria Communications Ltd, a multinational telecommunications company in Africa, and also in the Middle East. I am responsible for leading, monitoring, coaching and motivating a team of 20 to 40 call centre representatives to achieve team Key Performance Indicators (KPIs). In addition to these responsibilities, I have to actively participate in any project management opportunities with the department and was also assigned a number of key accounts to manage. I am expected to plan and organise the management of these key accounts within my team. As the manager of a team, my challenge was to provide effective leadership that will help in motivating the team members to align their behaviour with the company’s core values. Despite the fact that I was not given formal training on managing, leading and motivating a team, my team performance was always above average. I look forward to handling more challenging management role that is why I am in IBAM to pursue a Master in Business Administration (MBA)
As a result of the lapses noticed in my skills of managing people and myself, I hope to focus my Personal Development Plan (PDP) on the skills identified in this piece of work, known as the ‘big 5s’. This piece of work will deal with two main areas of, skills audit to identify the skills to develop, and a SMART action plan to help me achieve perfection. However, I will also leverage on SWOT analysis and the Kolb learning cycle in identifying the ‘big 5s’.

2.0 Skills Audit
2.1 Definition
The skills audit is ‘a convenient way of identifying the capabilities available to an individual for a specific task...’ (rdi, 2010; p1)
Below is the skills audit template;

SKILLS AUDIT TEMPLATE

SKILL | SKILL LEVELLow High | SPECIFIC COMMENTS |